Complaints Manager

About the role

The Complaints Manager will lead the end‑to‑end client complaints process within a financial services environment. The role ensures that complaints are investigated, resolved promptly and in line with regulatory requirements, while driving improvements to prevent recurrence.

Key responsibilities

• Manage the full lifecycle of client complaints from receipt to resolution.
• Investigate each complaint, assess its validity and determine appropriate actions.
• Conduct root‑cause analysis to identify recurring issues and trends.
• Coordinate with internal stakeholders to implement corrective measures.
• Prepare and present regular reports on complaint volumes, outcomes and improvement initiatives.
• Ensure compliance with regulatory standards and protect customer rights.

Required profile

• Bachelor’s degree in Law, Business Administration, Finance or a related field.
• Minimum 5 years of experience handling complaints in the financial services sector.
• Strong analytical and problem‑solving abilities.

Required skills

• Complaint handling and investigation
• Root cause analysis
• Regulatory compliance
• Stakeholder management
• Process improvement
• Customer protection