Complaints Manager (Fintech)

TL;DR

Complaints Manager (Fintech): Leading and mentoring a team of Complaints Assistants to ensure efficient resolution of client grievances with an accent on regulatory compliance and quality assurance. Focus on managing complex high-risk cases and ensuring strict adherence to regulatory deadlines.

Location: Hybrid in Limassol, Cyprus

Company

A leading trading platform providing cutting-edge technology and a seamless client experience for traders globally.

What you will do

• Lead, mentor, and support a team of Complaints Assistants across assigned jurisdictions.
• Manage daily schedules, workloads, and case allocation to ensure timely and efficient complaint handling.
• Oversee the investigation of potential complaints and guide the team in drafting comprehensive, client-focused responses.
• Ensure all complaint-handling processes align with regulatory obligations, including MIFID, CySEC, and SCA.
• Collaborate with the Compliance department to update policies, escalation frameworks, and reporting taxonomies.
• Conduct performance reviews, coaching sessions, and coordinate training programs for team members.

Requirements

• Proven experience managing complaints or client-resolution teams in a regulated financial environment.
• Deep understanding of regulatory complaint-handling obligations across multiple jurisdictions.
• Strong operational management background with experience in coaching and performance monitoring.
• Exceptional investigative, analytical, and written communication skills.
• Ability to interpret complex regulatory guidance into practical team instructions.
• Must be based in or able to work in a hybrid setup in Limassol, Cyprus.

Nice to have

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

Culture & Benefits

• Competitive salary and comprehensive health and pension benefits.
• Generous annual leave policy to support work-life harmony.
• Workation perk: 30 extra days per year to work remotely from anywhere in the world (restrictions apply).
• Employee referral program and two additional paid volunteer days per year.