Training and Performance Support Lead

We are seeking a motivated and experienced Team Lead to oversee and guide a team of Complaints Management Analysts. The ideal candidate will have a strong background in regulatory complaint management, compliance, and customer service, with proven leadership skills to drive team performance and ensure adherence to regulatory standards. This role requires a balance of people management, operational oversight, and strategic thinking to enhance the complaints management process while fostering a high-performing team culture.

Key Responsibilities:

• Team Leadership & Management:
  • Lead, mentor, and manage a team of Complaints Management Analysts to ensure high-quality performance and adherence to regulatory and company standards.
  • Provide regular coaching, feedback, and performance evaluations to team members, fostering professional growth and development.
  • Monitor team workload and allocate resources effectively to meet deadlines and service-level agreements (SLAs).

• Operational Oversight:
  • Oversee the end-to-end complaints management process, ensuring timely and accurate resolution of customer complaints submitted to regulatory agencies.
  • Ensure all complaints are handled with a sense of urgency, consistency, and in compliance with internal policies and regulatory requirements.
  • Conduct quality assurance reviews of complaint investigations and responses to ensure accuracy, professionalism, and adherence to legal standards.
• Process Improvement:
  • Identify opportunities for process enhancements to improve complaint resolution workflows, reduce repeat complaints, and enhance the customer experience.
  • Collaborate with cross-functional teams (Compliance, Risk, Legal, Customer Service) to address systemic issues and implement corrective actions.
  • Stay updated on evolving regulatory requirements and industry best practices, ensuring the team’s processes remain compliant and efficient.
• Reporting & Insights:
  • Track and analyze complaint trends, providing actionable insights to stakeholders to mitigate compliance risks and improve operational efficiency.
  • Prepare and present regular reports on team performance, complaint resolution metrics, and emerging risks to senior management.

Ideal Candidate Profile:

• ~3 years of experience in regulatory complaints management, compliance, risk, or financial services.
• Experience working in a regulatory-driven environment, preferably within financial technology or neo banking.
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
• Proven ability to lead and inspire a team, driving accountability and high performance.
• Strong interpersonal and communication skills to effectively manage team dynamics and collaborate with stakeholders.
• Strong analytical and problem-solving skills to assess complaints, identify root causes, and recommend solutions.
• Proficiency in data analysis tools to track trends and generate insights.

• Soft Skills:
  • Exceptional written communication skills to draft professional, structured, and legally sound responses to regulatory bodies.
  • High attention to detail, ensuring accuracy and consistency in investigations and documentation.
  • Ability to navigate complex situations with a customer-centric and compliance-focused mindset.

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