Head of Complaints
Core
Lead the end-to-end complaints operation for a multi-product digital bank, driving improvements in customer outcomes, quality, and regulatory control while transforming the function with AI and data.
Role type
Head of Complaints (Strategy & Operations)
Builds
An AI-enabled operating model for complaints handling and insight generation
Domain
Fintech / Digital Banking / Regulatory Compliance
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Strategic leadership, operational transformation, AI/automation strategy, data forecasting, capacity planning, regulatory stakeholder management, complex case adjudication
Preferred skills
Change management, cross-functional collaboration (Product, Risk, Legal), senior forum representation
Technologies
AI, automation tools, forecasting models
Responsibilities
Own the end-to-end complaints operation across a complex, multi-product digital bank; Set high standards for customer outcomes, quality, consistency, and regulatory control; Lead the team through a significant change journey; Shape the safe use of AI and automation across information gathering, triage, quality assurance and insight; Use data, forecasting and capacity planning to improve performance and scale efficiently; Support sound judgement on sensitive, complex and high-impact cases; Represent the function credibly in senior forums and with external regulatory stakeholders