Senior Complaints Management Lead

Job Summary

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

Key Responsibilities

• Develop and execute a comprehensive complaints management strategy aligning with business objectives and regulatory requirements
• Lead and mentor a high-performing team of complaints specialists, fostering a culture of excellence and continuous learning
• Oversee the end-to-end complaints lifecycle, ensuring adherence to established SLAs and quality standards

Required Qualifications

• 3+ years of experience in complaints management, customer operations, or risk management within the financial services or fintech industry
• 8+ years of experience in a leadership role, 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 with the ability to identify trends and translate data into actionable insights