💼 About This Role

You'll lead and mentor a team of Complaints Assistants, ensuring timely and compliant complaint handling across jurisdictions. Your core impact will be overseeing complex cases and maintaining regulatory compliance with MIFID, CySEC, and SCA. This role stands out with the opportunity to shape complaint-handling standards within a award-winning global trading platform.

🎯 What You'll Do

• Lead and mentor a team of Complaints Assistants across jurisdictions.
• Manage daily schedules, workloads, escalations, and case allocation.
• Conduct regular 1-2-1 meetings, performance reviews, and coaching sessions.
• Oversee investigation and resolution of complex or high-risk complaints.

📋 Requirements

• Proven experience managing a complaints or client-resolution team in a regulated financial environment.
• Deep understanding of regulatory complaint-handling obligations across multiple jurisdictions.
• Demonstrated ability to handle complex, high-risk client cases.
• Strong operational management background with experience in coaching and quality oversight.

✨ Nice to Have

• Compliance, AML, or regulatory certifications.
• Additional training in leadership, quality assurance, or risk management.