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.
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.
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.

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.

Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
Work-Life Harmony: Join a company that genuinely cares about you
because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.

Complaints Manager

Key skills