Head of Complaints, Strategy & Controls - Vice President
On-site · Edinburgh, Scotland, United Kingdom
Job Summary
Head of Global Complaints, Strategy and Controls — Vice President leads end-to-end complaints capability across Financial Services products/functions, including Fraud, FinCrime, KYC, Lending, Payments, and New Product Development; designs and executes first-line operational controls across Banking Operations and Daily Banking; acts as senior front-line leader, global product owner, regulatory liaison, and drives conduct, control discipline, and customer-centric outcomes; responsibilities include defining global complaints strategy, owning lifecycle, resolving executive-level complaints, establishing policies and procedures, driving automation and reporting, owning MI and regulatory responses, leading regulator interactions, overseeing global teams, and embedding risk controls across the enterprise.
Required Qualifications
- 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
- Willingness to travel internationally
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