Global Complaints Senior Lead
Core
Oversee global resolution of customer complaints, drive complaints strategy, and address systemic issues to ensure regulatory compliance and fairness.
Role type
Senior leadership (Head of Complaints / Senior Lead)
Builds
Global complaints operations and strategy for a cross-border payments platform
Domain
Fintech / Banking / Cross-border payments
Deliverable
dashboards & analysis
Required skills
Strategic planning, team leadership, risk management, data analysis, process improvement, stakeholder management, regulatory compliance
Preferred skills
Global complaints experience in fintech or banking, experience with SMEs
Technologies
BI tools
Responsibilities
Define long-term domain strategies, mentor team leads across multiple geographies, foster a risk-aware culture, oversee resource allocation and budgets, partner with Product/PR/Finance/Risk, leverage data to identify complaint trends and reduce future complaints
Seniority
Senior, hands-on IC with leadership scope