Complaints Manager
Core
Lead the day-to-day operations of a complaints team, managing capacity, coaching staff, and handling complex escalations to ensure adherence to regulatory deadlines.
Role type
Senior Complaints Manager (Team Lead)
Builds
Complaints operations and resolution processes for a fintech lending platform
Domain
Financial Services / Fintech / Regulatory Compliance
Deliverable
client delivery
Required skills
Team management and coaching, regulatory compliance (FCA DISP, FOS, GDPR), risk management, data analysis for trend identification, strategic policy development, cross-functional partnership
Preferred skills
Experience in fintech or banking, ability to leverage Generative AI for productivity, presenting insights to stakeholders
Technologies
Generative AI tools
Responsibilities
Lead day-to-day operations of the complaints team, manage and coach a team of five complaints officers, act as escalation point for complex complaints, make evidence-based decisions per FCA DISP/GDPR/FOS, manage risk registers, develop complaints strategies and policies, partner with teams to fix recurring issues, identify and communicate complaint trends and risks
Seniority
Senior, hands-on IC with team leadership
