Workplace Solutions - Complaints Manager
On-site · Cork, Munster, Ireland
Job Summary
Lead end-to-end lifecycle of customer complaints in a regulated financial environment. Own investigations, draft clear and empathetic responses aligned with regulatory standards, and sign-off on team outputs. Manage regulatory correspondence and audit-ready records, own periodic complaints reporting, and define KPIs/dashboards for volume, SLA adherence, and root-cause trends. Spearhead continuous improvement of complaint handling framework, triage, RCA, remediation tracking, and cross-functional governance with Product, Operations, Customer Support, Compliance, Legal, Risk, and Technology to strengthen controls and reduce cycle time. Strong analytical mindset, customer-focused communication, and ability to manage high-volume investigations across stakeholders.
Required Qualifications
- Bachelor’s degree or equivalent experience in Business, Finance, Law, or related field
- Prior complaints manager or strong customer-focused leadership role
- Experience in share plans, fintech, finance, or funds
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