Customer Relations Manager

At Multitude, we’re more than just a listed European FinTech company—we’re a team driving financial innovation. We provide digital lending and online banking services that empower consumers, SMEs, and FinTechs to grow and succeed.

Powered by our Growth Platform, we operate through three business units: Ferratum, offering seamless mobile banking for consumers; CapitalBox, providing flexible financing for SMEs; and Multitude Bank, supporting non-bank lenders and FinTechs.

In 2024, we achieved €263.7 million in revenue and €20.2 million in net profit, reflecting strong financial growth. With 700+ employees across 25 countries, we’re shaping the future of finance in 17 markets. Founded in 2005 in Finland, Multitude is listed on the Frankfurt Stock Exchange (MULT).

We are seeking an experienced and compliance-driven Customer Relations Manager to join our team in Malta. In this hybrid role, you will lead the Complaints & Disputes team, ensuring timely, fair, and compliant handling of customer escalations, GDPR requests, and fraud-related inquiries. You will also oversee quality measurement across Customer Operations and act as a key liaison with DPO, Compliance, Risk, and Fraud teams.

Your focus:

• Complaints & Disputes Oversight: Lead the Complaints & Disputes team to ensure timely, fair, and compliant resolution of escalated cases. Oversee processes for complaints, GDPR requests, and fraud-related inquiries. Act as the escalation point for complex or sensitive issues requiring cross-functional collaboration. Analyze trends and provide insights to leadership.
• GDPR & Fraud Cooperation: Ensure GDPR requests are processed in line with regulatory requirements in cooperation with the DPO and Compliance. Oversee coordination with Fraud, Risk, and Legal functions on fraud-related inquiries. Maintain accurate documentation and reporting of GDPR and fraud cases for audits and regulators.
• Quality Measurement & Feedback: Establish and manage quality frameworks and evaluation tools across Customer Operations. Monitor interactions for compliance, service quality, and resolution effectiveness. Provide structured feedback to Market Managers and Performance Coaches, and report on quality outcomes to senior leadership.
• Tools, Processes & Reporting: Oversee tools and systems used by the Complaints & Disputes team. Ensure accuracy and consistency in evaluation tools. Deliver regular reports on complaints, GDPR requests, fraud inquiries, and quality metrics. Recommend process improvements to strengthen customer experience and compliance.
• Leadership & Collaboration: Lead, mentor, and develop the Complaints & Disputes team. Act as liaison with DPO, Compliance, Fraud, and Risk departments. Collaborate with leadership to align complaints, GDPR, fraud, and quality frameworks with business goals. Foster a compliance-driven and customer-focused culture.

Required skills & qualifications:

• Proven experience in complaints management, customer relations, or regulatory operations.
• Strong knowledge of regulatory requirements (complaints handling, GDPR, fraud, consumer protection).
• People leadership experience with the ability to coach and develop high-performing teams.
• Strong analytical and reporting skills with confidence in presenting to senior stakeholders.
• Excellent stakeholder management and cross-functional collaboration skills.
• Ability to work under pressure, prioritize effectively, and meet strict deadlines.

We offer:
At Multitude, we believe in empowering our employees to thrive personally and professionally. Here's what you can look forward to:

• A Truly Global Workplace – work with professionals from 40+ nationalities, bringing diverse expertise, perspectives, and a collaborative international culture
• Hybrid & Flexible Work – we support work-life balance with remote work options and modern office spaces across Europe
• A Culture of Growth – we invest in your future, offering LinkedIn Learning, mentorship, and professional development programmes, including HiPo and leadership development initiatives to support career advancement
• Financial Growth Opportunities – benefit from our share purchase matching programme, allowing you to invest in your future with matched contributions and long-term financial rewards
• Workation Programme – work remotely from different countries for up to 2 months per year, experiencing new cultures while staying connected and productive
• Wellbeing Benefit – receive an annual allowance to support your physical and mental wellbeing
• Private Health Insurance – access comprehensive medical coverage to support your health
• Weekly Office Breakfast – enjoy a fresh start with breakfast at the office
  

This is your opportunity to lead a high-impact team ensuring fair, compliant, and customer-focused outcomes in a rapidly evolving fintech environment.

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