Head of Complaints, Strategy & Controls - Vice President

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.

• 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.

• 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.