Complaints Handling Unit Manager

The role

You own how the digital bank puts things right. When a customer complaint, the process that resolves it fairly and on time is yours, and so is the harder job of finding why the complaint happened and fixing it at the source. In a bank the regulator watches closely, you are the one who keeps the digital bank honest with its customers and defensible with the CBE.

What you’ll do

Own complaint handling end to end, from intake and investigation through to fair, timely resolution

Hold the function to CBE consumer protection regulations and the applicable complaint handling frameworks

Manage regulatory escalations and coordinate the digital bank’s formal responses to official complaints

Analyze complaint trends, run root cause analysis and drive remediation across the business units that caused them

Report complaint trends, resolution times and regulatory exposure to leadership with the details they can act on

Coach and manage the Complaints Handling Analysts to meet quality and timeliness targets

What we’re looking for

5 to 8 years in complaint management or customer operations in a regulated financial institution

Strong knowledge of CBE consumer protection regulations and complaint handling frameworks

Experience managing regulatory interactions and formal complaint responses

The analytical skill to identify trends and turn them into root cause remediation

High attention to detail and strong written communication

You’ll thrive here if you

You believe a complaint is a gift, because it tells you exactly what to fix

You’d rather remove the cause than resolve the same complaint twice

You hold fairness and timeliness together, never one at the cost of the other

You want to build the function that keeps a bank honest with its customers