Senior Manager, Global Customer Complaints & Compliance

Jobgether; España; On-site; PHP 6,541,000 - 9,448,000; Full time

Benefits offered by this job

Global governance program

Senior leadership exposure

Cross-functional collaboration

Job summary

Jobgether, on behalf of a partner company, seeks a Customer Complaints Senior Manager based in Spain to lead a global complaints program with regulatory oversight across jurisdictions. You will ensure compliant, timely responses, govern complex inquiries, and drive data-driven improvements for customer outcomes.

Senior leadership role requiring robust regulatory judgment, analytical thinking, and cross-functional collaboration across Legal, Compliance, Risk, Customer Support, Product, and

Qualifications

• Significant experience in regulatory compliance, conduct risk, consumer protection, customer complaints oversight, or a closely related discipline.
• Strong experience developing and managing responses to regulators, including regulatory inquiries, information requests, examinations, escalated customer complaints, and other supervisory matters.
• Demonstrated ability to coordinate cross-functional inputs, produce clear and defensible written responses, manage regulatory deadlines, and track commitments and remediation through completion.
• Proven experience owning or overseeing multi-jurisdictional compliance frameworks, including translating regulatory requirements into scalable global standards, controls, monitoring, and governance while incorporating local requirements appropriately.
• Strong regulatory and customer-outcome judgment, with the ability to distinguish individual service issues from matters presenting regulatory, conduct, consumer-harm, reputational, or systemic risk.
• Demonstrated experience conducting root-cause analysis and driving systemic remediation, including assessing broader customer impact and coordinating corrective action.
• Strong second-line oversight and challenge capabilities, including experience with risk-based monitoring, quality assurance, issue escalation, remediation tracking, and governance processes.
• Strong analytical and reporting capabilities, including trend analysis, service-level monitoring, management information, and executive reporting.
• Excellent written and verbal communication skills, with the ability to communicate effectively with regulators, Legal, Compliance, senior executives, and cross-functional stakeholders.
• Proven ability to influence geographically dispersed teams and senior stakeholders without relying solely on direct authority.
• Experience designing or overseeing a global customer complaints program across multiple regulatory regimes is highly desirable.
• Familiarity with customer protection and complaints-handling expectations across major regulatory frameworks is a plus.
• Relevant professional certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD, or an equivalent credential is advantageous.

Responsibilities

• Own and develop the global customer complaints program, establishing consistent standards for complaint identification, classification, investigation, resolution, escalation, documentation, and closed-loop validation.
• Coordinate responses to regulatory inquiries, examinations, information requests, escalated complaints, and other supervisory matters in partnership with Legal and local Compliance teams.
• Gather and validate cross-functional information, prepare clear and defensible written regulatory responses, manage review and approval processes, meet regulatory deadlines, and track resulting commitments and remediation through closure.
• Partner with local Heads of Compliance to monitor jurisdiction-specific regulatory developments and ensure global policies, standards, procedures, and controls remain aligned with applicable local requirements.
• Lead second-line oversight and quality assurance through risk-based testing of complaint handling, identification of control gaps and customer-outcome issues, remediation tracking, and escalation of material concerns.
• Analyze complaint data to identify trends, recurring issues, overdue cases, regulatory complaints, customer-impact patterns, and potential systemic conduct or compliance risks.
• Drive root-cause analysis and systemic remediation, assessing whether broader customer populations may be affected and ensuring appropriate corrective actions are identified and followed through.
• Maintain complaints governance, including the complaints management database, service-level requirements, escalation thresholds, documentation standards, and governance processes across regions.
• Own executive and compliance leadership reporting, providing clear insights into complaint volumes, trends, customer outcomes, emerging risks, remediation, and control effectiveness.
• Serve as the central Compliance point of contact for material complaints and regulatory escalations, ensuring consistent governance, appropriate escalation, and defensible documentation.
• Drive continuous improvement of the complaints framework by incorporating quality assurance results, regulatory developments, complaint trends, and lessons learned into stronger controls and processes.
• Influence geographically dispersed teams and senior stakeholders to promote consistent complaint management practices and strong customer-outcome standards.

Job description

Jobgether, on behalf of a partner company, seeks a Customer Complaints Senior Manager based in Spain to lead a global complaints program with regulatory oversight across jurisdictions. You will ensure compliant, timely responses, govern complex inquiries, and drive data-driven improvements for customer outcomes.

Senior leadership role requiring robust regulatory judgment, analytical thinking, and cross-functional collaboration across Legal, Compliance, Risk, Customer Support, Product, and