Senior Complaints Management Lead

A company is looking for a Senior Lead, Complaints Management.

Key Responsibilities

Develop and execute a comprehensive complaints management strategy aligned with business objectives and regulatory requirements

Lead and mentor a team of complaints specialists, fostering a culture of excellence and continuous learning

Oversee the entire complaints lifecycle, ensuring adherence to established SLAs and quality standards

Required Qualifications

3+ years of experience in complaints management, customer operations, or risk management in financial services or fintech

8+ years of leadership experience managing and developing teams

Proven expertise in designing and implementing scalable complaints management processes

In-depth knowledge of consumer protection regulations and industry best practices

Strong analytical skills to identify trends and translate data into actionable insights