Complaints Lead
Core
Lead the end-to-end complaints handling function, including investigation, resolution, and regulatory reporting for an insurance firm.
Role type
Senior IC complaints lead (insurance)
Builds
Robust complaints operating model, reporting, and root cause analysis feedback loops
Domain
Insurance / Financial Services
Deliverable
client delivery
Required skills
Complaints handling, team leadership, regulatory compliance, root cause analysis, stakeholder management, data analysis, process improvement
Preferred skills
FCA-regulated environment experience, underwriting knowledge, technology assessment
Technologies
None stated
Responsibilities
Own and improve complaints handling processes; lead and develop a small team; manage the complaints operating model; build stakeholder relationships; ensure regulatory reporting; drive continuous improvement via root cause analysis; provide guidance on complex complaints
Seniority
Senior, hands-on IC with team leadership