Head of Complaints

• 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

• 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

• 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