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Head of Complaints
Domestic & General. Own and continuously evolve the complaints framework across all Growth Markets .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading complaints management and governance within regulated environments, ensuring compliance with regulatory frameworks while driving performance and effectiveness across multi-market operations.
Highest-signal resume keywords
Complaints ManagementRegulatory FrameworksData AnalysisStakeholder EngagementLeadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Complaint HandlingGovernance FrameworksRoot-Cause AnalysisPerformance ReportingBusiness Intelligence
Soft Skills
Influencing SkillsCommunication SkillsAnalytical Capability
Industry Keywords
Regulatory EngagementConduct RiskCustomer OutcomesOutsourced Service ManagementAudit Readiness
About the role
Key responsibilities & impact- Own and continuously evolve the complaints framework across all Growth Markets
- Act as the senior point of accountability for complaints outcomes, governance and regulatory engagement
- Ensure complaint handling meets regulatory requirements and maintains robust controls, documentation and audit readiness
- Build and maintain relationships with regulators and external adjudication bodies
- Ensure complaints are investigated and resolved fairly, consistently and within agreed timescales
- Lead the performance and effectiveness of internal and outsourced complaint handling operations
- Establish standards, reporting and performance frameworks across multiple markets
- Lead root-cause analysis to identify recurring issues and emerging risks
- Translate complaint data into actionable business intelligence
- Partner with Operations, Product, Enablement, Risk and Compliance teams to address systemic issues
- Influence senior stakeholders across multiple functions and markets
- Lead and develop a high-performing complaints function
Requirements
What you’ll need- Significant experience leading complaints, customer outcomes, conduct risk or customer service functions within a regulated environment
- Strong understanding of regulatory frameworks and complaint-handling requirements
- Experience working with regulators and regulatory audits
- Track record of developing complaint strategies and governance frameworks across complex or multi-market operations
- Experience managing outsourced service providers and influencing performance across internal and external teams
- Excellent analytical capability, with the ability to translate complex complaint data into practical business recommendations
- Strong leadership, influencing and communication skills
- Confidence engaging senior stakeholders across multiple functions and geographies
Benefits
Comp & perks- Permanent contract
- Hybrid or remote work arrangement
- Opportunity to shape customer outcomes across an international business
- Influence strategic decision-making
- Commitment to continuous improvement, customer fairness and operational excellence