Manage data platform team in São Paulo, ensuring timely project delivery and quality. Oversee implementation of DataOps and MLOps with focus on AWS and team collaboration.
About the role
- Lead Enterprise Complaint Management framework at BMG Money, ensuring customer concerns are resolved with speed and transparency. Drive improvements in customer experience and operational effectiveness with cross-functional teams.
Responsibilities
- Lead the end-to-end management of customer complaints—from intake through investigation, resolution, and follow-up—with a relentless focus on speed, empathy, and accuracy.
- Design and enforce a standardized complaint triage and resolution process that ensures real-time visibility and ownership across functions.
- Embed clear communication protocols to ensure customers receive timely, transparent, and compliant responses aligned with BMG’s service values.
- Serve as the enterprise escalation leader for urgent, high-risk, or high-impact customer issues.
- Establish rapid-response workflows and escalation alerts that ensure senior awareness and swift decision-making for complex complaints.
- Partner closely with Customer Service and Collections leadership to ensure escalations are handled consistently, with clear root-cause documentation and feedback loops into operations.
- Ensure every complaint is processed in full compliance with CFPB, FDCPA, Reg F, UDAAP, and relevant state regulations.
- Maintain audit-ready documentation and traceability for all cases.
- Collaborate with Legal and Compliance to interpret evolving regulations and proactively adjust internal procedures to remain best-in-class.
- Conduct structured root-cause analysis to identify recurring failure points and emerging customer pain trends.
- Develop actionable improvement plans with accountable owners across Operations, Product, and Risk.
- Establish a closed-loop feedback model where insights from complaints directly inform process redesign, training priorities, and control enhancements.
- Partner with analytics teams to automate complaint trend reporting and monitor the impact of remediation initiatives.
- Deliver executive-ready reports on complaint volumes, timeliness, outcomes, and root-cause categories to WebBank, regulators, and internal leadership.
- Translate data into insights that illuminate systemic risk, operational inefficiencies, and customer experience gaps.
- Serve as a champion of the Voice of the Customer, ensuring complaint learnings inform enterprise strategy, policy, and frontline coaching.
- Lead and develop a team of complaint management professionals, fostering a culture of customer advocacy, accountability, and continuous learning.
- Promote behaviors that value accuracy, empathy, and proactive resolution.
- Model high judgment, sound decision-making, and operational discipline.
Requirements
- 7+ years of experience in complaint management, customer advocacy, or escalations within financial services, fintech, or another regulated industry.
- Proven ability to lead enterprise complaint processes and manage regulatory response obligations.
- Strong understanding of CFPB, FDCPA, Reg F, UDAAP, and state complaint requirements.
- Demonstrated capability in root-cause analysis, problem solving, and process improvement.
- Excellent written and verbal communication skills, including the ability to craft clear, compliant customer responses and brief executive audiences.
- Experience with complaint or case management platforms (Salesforce, NICE, Verint, or equivalent).
Benefits
- None specified
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
Senior Training Manager at Acuity Inc. managing the development of leadership and technical skills for associates. Responsible for training programs, implementation, and reporting.
Senior Manager Rollingstock Maintenance leading a team in Brisbane for safe and reliable SEQ rollingstock operations. Overseeing performance, strategy, and team engagement for quality service delivery.
VAT Manager advising EMEA businesses on compliance obligations while supporting tax operations and regulatory updates. Collaborating with product teams on specific tax challenges.
VAT Manager ensuring compliance for APAC businesses at Anrok. Advising on GST registration and compliance obligations while training operations team for accurate filings.
Credit Portfolio Manager II performing financial analysis needed to make credit decisions and recommend solutions. Managing a designated portfolio of commercial loans in compliance with regulations.
Manager, Cash Management II leading a team of banking professionals. Supporting customer cash management solutions and ensuring regulatory compliance in Vancouver, Canada.
Associate Manager leading a team of Credit Analysts to enhance customer experience and manage credit risks at TD. Oversee competitive credit solutions and maintain business relationships and strategies.
Credit Portfolio Manager I gathering financial information and performing analysis for customer loan requests. Managing commercial banking activities while ensuring performance quality and credit recommendations.
District Manager overseeing sales strategies and team management in Michigan for Southern Glazer's wine and spirits distributor.