Senior Manager, Customer Complaints
O
OKXCryptocurrency exchange
Remote Roles - EMEAFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- Quality Assurance
Requirements
- Strong experience developing and managing responses to regulators, including regulatory inquiries, information requests, examinations, escalated customer complaints, and supervisory matters.
- Ability to coordinate cross-functional inputs, prepare clear and defensible written responses, manage regulatory deadlines, and track commitments and remediation through closure.
- Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline.
- Experience owning or overseeing a multi-jurisdictional compliance framework and translating regulatory requirements into global standards, controls, monitoring, and governance while incorporating local requirements.
- Strong regulatory and customer-outcome judgment, including the ability to identify potential regulatory, conduct, consumer-harm, reputational, or systemic risk.
- Experience with root-cause analysis and systemic remediation, including assessing broader customer impact and driving corrective action.
- Strong second-line oversight and challenge capabilities, including risk-based monitoring, quality assurance, issue escalation, remediation tracking, and governance.
- Strong analytical and reporting capabilities, including trend analysis, SLA monitoring, management information, and executive reporting.
- Excellent written and verbal communication skills for work with regulators, Legal, Compliance, senior executives, and cross-functional stakeholders.
- Ability to influence geographically dispersed teams and senior stakeholders.
- Nice to have: experience designing or overseeing a global customer complaints program across multiple regulatory regimes.
- Nice to have: familiarity with complaints-handling and customer-protection expectations across regulators such as the FCA, CFPB, MAS, and European Supervisory Authorities.
- Nice to have: a relevant certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD, or equivalent.
Responsibilities
- Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints, including fact gathering, review and approval, deadlines, commitments, and follow-up.
- Partner with local Heads of Compliance to identify jurisdictional regulatory changes and maintain global policies, standards, procedures, and local requirements.
- Oversee the end-to-end complaints control framework, including classification, service-level requirements, escalation thresholds, documentation, investigation, resolution, and closed-loop validation.
- Own second-line oversight and quality assurance, including risk-based testing, identifying control gaps and customer-outcome issues, tracking remediation, and escalating issues.
- Monitor complaint data for trends, recurring issues, root causes, overdue cases, customer outcomes, and potential systemic issues.
- Own complaints governance and executive reporting, including reporting to compliance committees and maintaining the complaints agenda for compliance leadership meetings.
- Maintain the complaint management database, service-level agreement adherence, and escalation thresholds across regions.
- Serve as the central Compliance point of contact for material complaint matters, including regulator-escalated complaints and inquiries.
- Drive continuous improvement of the complaints framework using QA results, regulatory developments, complaint trends, and lessons learned.
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