Complaints Manager

Responsibilities:

• 1. Team Leadership & Workforce Management
  
  
• Lead, mentor, and support a team of Complaints Assistants across assigned jurisdictions.
• Manage daily schedules, workloads, escalations, and case allocation to ensure timely and efficient complaint handling.
• Conduct regular 1-2-1 meetings, performance reviews, and coaching sessions to support staff development.
• Ensure team adherence to internal policies, complaint-handling standards, KPIs, and regulatory deadlines.
• Coordinate training programmes for new and existing team members, including regulatory updates and best practices. 2. Oversight of Complaints Handling
  
• Oversee the assessment and investigation of potential complaints raised via the #possible_complaints channel and other escalation sources.
• Ensure complex or high-risk cases are handled appropriately and escalated where necessary.
• Provide guidance to team members in drafting comprehensive, accurate, client-focused responses.
• Ensure consistency, fairness, and quality across all complaint resolutions, maintaining high standards of client care.
  3. Regulatory Compliance & Governance
  
• Maintain strong knowledge of regulatory requirements for each relevant licensed entity (e.g., MIFID, CySEC, SCA depending on scope).
• Ensure the complaint-handling process and responses align with all regulatory obligations, including response deadlines, reporting obligations, and proper escalation paths.
• Work closely with Compliance to update policies, procedures, escalation frameworks, and complaint categorisation taxonomies.
• Oversee the completion and accuracy of regulatory returns, trend analysis, and root-cause reporting.
  

Requirements:

• Proven experience managing a complaints or client-resolution team in a regulated financial environment.
• Demonstrated ability to handle complex, high-risk, and sensitive client cases.
• Strong operational management background with experience in coaching, quality oversight, and performance monitoring.
• Deep understanding of regulatory complaint-handling obligations across multiple jurisdictions.
• Strong knowledge of internal governance, audit practices, and record keeping standards.
• Excellent investigative, analytical, and decision-making abilities.
• Exceptional attention to detail, accuracy, and written communication.
• Ability to interpret regulatory guidance and convert it into practical team instructions.
• Client-centric mindset with a strong sense of ownership and accountability.
• Compliance, AML, or regulatory certifications are highly desirable.
• Additional training in leadership, quality assurance, or risk management is considered a plus.