Customer Complaints Senior Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Complaints Senior Manager based in Germany. This is a senior compliance leadership role responsible for a global customer complaints program across multiple jurisdictions. You’ll oversee the end-to-end complaints framework, ensuring consistent handling, strong governance, regulatory alignment, and effective customer outcomes. The role combines second-line oversight, quality assurance, conduct-risk analysis, regulatory response coordination, and executive reporting. You’ll work closely with Compliance, Legal, Customer Support, Product, Operations, and Risk teams across a geographically distributed organization. A key focus will be transforming complaint data into actionable intelligence by identifying trends, root causes, control gaps, and potential systemic risks. You’ll also coordinate complex regulatory inquiries and escalated complaints, ensuring responses are accurate, defensible, timely, and appropriately tracked through remediation. This is an influential opportunity for an experienced compliance professional who can combine strong regulatory judgment with analytical thinking and cross-functional leadership.

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