Manager, Complaints Resolution and Business Continuity

Role Overview: We are seeking a Complaints Resolution and Business Continuity Manager to lead and strengthen our end-to-end complaints management framework. This role is responsible for overseeing customer complaints across all channels, including Level 1 support, BSP-referred cases, and executive escalations, while ensuring regulatory compliance, audit readiness, and continuous process improvement.

The ideal candidate is a strong people leader with experience in complaints management, regulatory handling, governance, and stakeholder collaboration within the financial services industry.

What You'll Do

Own and continuously improve the company's end-to-end complaints management framework. Oversee BSP-referred complaints and regulatory cases, ensuring timely and compliant resolution. Analyze complaint data to identify root causes, trends, and opportunities for process improvement. Lead governance, audit readiness, and compliance efforts across Customer Success operations.

Prepare and present complaint, risk, and compliance reports to senior management. Manage, coach, and develop the Complaints and Regulatory Issues team. Partner with Compliance, Legal, Risk, Audit, Operations, and other business units to drive issue resolution and preventive actions. What You Need to Succeed: Bachelor's degree in Business Administration, Finance, Law, or a related field.

Demonstrated experience in complaints management, escalations, regulatory complaints, or customer dispute resolution, preferably in the financial service industry Strong knowledge of BSP regulations, consumer protection standards, and regulatory reporting requirements. Experience designing or improving complaints and escalation management processes.

Strong analytical, problem-solving, and stakeholder management skills. Proven people leadership experience.