Head of Complaints
Core
Own the end-to-end complaints operation across a complex, multi-product digital bank, setting high standards for customer outcomes, quality, consistency, and regulatory control.
Role type
Senior leadership head of complaints function
Builds
AI-enabled operating model for information gathering, triage, quality assurance, and insight
Domain
Fintech / Digital Banking / Regulatory Compliance
Deliverable
production ML models
Required skills
Strategic leadership, operational management, regulatory compliance, AI/automation strategy, data forecasting, capacity planning, stakeholder management, complex case judgement
Preferred skills
Change management, senior forum representation, external regulatory engagement
Technologies
AI, automation, forecasting tools
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