Senior Complaints Manager

How you’ll make an impact

Lead and develop a team of complaints operations managers, team leads, and associates, establishing clear expectations, accountability, and a culture of continuous improvement.
Oversee end-to-end complaint operations across consumer lending products, ensuring timely, accurate, and compliant resolution of customer and regulatory complaints.
Evaluate and improve complaint workflows, team structure, reporting, and workforce capacity to increase operational efficiency and consistently meet service-level and regulatory requirements.
Partner with Compliance, Product, Risk & Controls, and Operations leaders to strengthen complaint handling practices, regulatory readiness, and customer remediation processes.
Analyze complaint trends, root causes, and operational performance to deliver actionable insights that inform product, process, and customer experience improvements.
Develop meaningful performance reporting and controls that provide visibility into complaint volumes, resolution timelines, emerging risks, and opportunities for improvement.

Minimum Qualifications

6+ years of experience in consumer lending, banking operations, or financial services, including direct responsibility for consumer complaint management.
3+ years of experience directly managing people within complaints operations or a related regulated financial services function.
Experience overseeing the investigation, resolution, and remediation of consumer complaints, including complaints escalated through regulatory agencies.
Experience applying consumer financial protection regulations and regulatory complaint response requirements within a banking or consumer lending environment.
Experience managing complaint operations performance through service-level metrics, workforce capacity planning, and operational reporting.

Preferred Qualifications

Experience managing complaints within a traditional banking environment, particularly across mortgage, auto, or other secured lending products.
Knowledge of regulatory complaint management expectations involving the Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of the Currency (OCC), and other external complaint channels.
Ability to evaluate existing operating models and implement scalable workflows, controls, and reporting processes in evolving regulatory environments.
Skills in using complaint data, trend analysis, and root cause findings to influence cross-functional partners and improve customer outcomes.
Ability to coach and develop team leaders, navigate organizational change, and apply emerging technologies, including AI tools, to improve operational effectiveness with appropriate oversight.