Are you looking for a new opportunity to lead a complaints, strategy and control execution function.
As a Head of Global Complaints, Strategy and Controls - Vice President you will own the end to end complaints capability and lifecycle across all Financial Services products, functions, and customer journeys-including Fraud, Financial Crime, KYC, Lending, Payments, and New Product Development-while also leading the design and execution of first line operational controls across Banking Operations and Daily Banking. As a senior front line leader, global product owner, and regulatory liaison, you will embed strong conduct, control discipline, and customer centric outcomes across the enterprise.
Job Responsibilities
- Define and lead the global complaints strategy; own the capability roadmap, standards, tooling, and operating model.
- Own the end to end complaints lifecycle enterprise wide, ensuring fairness, timeliness, consistency, and quality.
- Personally resolve executive level, high risk, or reputationally significant complaints (e.g., Fraud, FinCrime, KYC, new products).
- Establish and maintain global policies, procedures, playbooks, and reporting frameworks aligned to conduct/regulatory standards.
- Drive automation, digitization, and simplification of complaints processes to improve outcomes and efficiency.
- Own complaints technology platforms and MI, ensuring accurate data capture, trend analysis, and regulatory reporting.
- Lead deep dive/thematic analysis to identify systemic issues; drive preventative actions and sustainable remediation.
- Design and oversee customer remediation programs arising from systemic or regulatory issues.
- Serve as liaison with regulators and ombudsman bodies; lead responses to audits, inspections, and thematic reviews.
- Own first line operational control execution across Banking Operations and Daily Banking; lead the shift from manual to automated controls; ensure MI for governance.
- Build and lead global teams; embed customer focus, accountability, regulatory excellence, and continuous improvement; oversee issue management and incident response.
Required Qualifications, Skills and Capabilities
- Extensive leadership experience in global complaints strategy and execution across multi jurisdiction Financial Services.
- Proven first line control execution and operational risk management across Banking Operations and Daily Banking.
- Strong conduct risk and Consumer Duty (or equivalent) expertise, including vulnerable customer outcomes.
- Demonstrated success engaging regulators/ombudsman and leading audits, thematic reviews, and regulatory responses.
- Track record managing executive level, high risk complaint escalations with fair, timely outcomes.
- Expertise in process and control automation; ownership of platforms, data quality, and MI/reporting frameworks.
- Advanced root cause analysis and systemic issue remediation skills.
- Exceptional executive communication and influence; effective at board/senior governance forums.
- Proven cross functional partnership with Product, Technology, Risk, Compliance, Legal, Fraud/FinCrime, and Operations.
- People leadership of global, matrixed teams; talent development and succession planning.
Preferred Qualifications, Skills and Capabilities
- Experience spanning Retail and Investment Banking products and customer journeys.
- Prior ownership of a global complaints product/utility (capability, tooling, operating model).
- Built and scaled QA frameworks and enterprise customer remediation programs across jurisdictions.
- Led large scale digital enablement for complaints and control execution; experience with modern workflow/case management/analytics tools.
- Crisis/incident management leadership in high profile customer or regulatory matters.
- Willingness to travel internationally.