Complaints Program Manager

We are seeking an experienced Complaints Program Manager to oversee the execution of high-priority regulatory compliance Programs within the company’s complaints management function. This role involves leading strategic, multi-regional Programs to ensure compliance with global regulatory bodies, such as the NYDFS, FCA, CBI and other consumer protection agencies. The Program Manager will ensure the integration of regulatory requirements into policies, overseeing their documentation and practical implementation across the business. Additionally, the role will focus on resolving internal audit findings and ensuring all operational processes related to complaints are aligned with compliance standards.

What you’ll be doing (ie. job duties):

• Regulatory Compliance Program Leadership:
• Oversee multiple regulatory compliance Programs aimed at aligning the company’s complaints management practices with global regulations, including NYDFS, FCA, CBI and others.
• Lead cross-functional teams to deliver large-scale, global projects ensuring that all Program objectives are met on time and within scope.
• Strategic Planning & Execution:
• Develop and maintain a detailed Program plan, setting milestones, managing resources, and identifying key deliverables to ensure successful outcomes.
• Align Programs with broader business objectives, ensuring that all complaints-related procedures and policies support both regulatory compliance and customer satisfaction.
• Policy Development & Implementation:
• Collaborate with legal and compliance teams to interpret regulatory requirements and ensure they are embedded into the company’s complaints policies.
• Guide the transition of these policies into actionable procedural documentation, ensuring operational teams understand and adhere to the standards.
• Audit Findings Management & Remediation:
• Own the end-to-end process for resolving internal and external audit findings related to complaints management.
• Develop comprehensive remediation plans, oversee corrective actions, and ensure sustainable long-term solutions are implemented to prevent recurrence.
• Stakeholder Management & Communication:
• Engage with key stakeholders, both internal (legal, risk, compliance, operations) and external (regulatory bodies, auditors), ensuring ongoing communication and alignment of goals.
• Lead regular meetings, steering committees, and governance forums to provide updates on the Program’s progress and address key regulatory risks or concerns.
• Operational Process Alignment:
• Oversee the translation of complaints policies into real-world implementation, ensuring alignment between strategic goals and operational processes.
• Work with operations teams to continually refine and improve complaints handling procedures, ensuring they remain compliant with regulatory requirements.
• Risk & Compliance Reporting:
• Prepare and present comprehensive reports on Program status, regulatory risks, compliance gaps, and remediation progress to senior leadership and governance committees.
• Lead the development of dashboards and KPIs to monitor the success of the compliance Program and track adherence to global regulatory requirements.

What we look for in you (ie. job requirements):

• Education & Qualifications:
  • Bachelor’s degree in Law, Business, Finance, Project/Program Management, or a related field. A Master’s degree or advanced certifications (PMP, PgMP, MSP) is preferred.
  • In-depth knowledge of regulatory frameworks, including NYDFS, FCA, GDPR, and global consumer protection laws.
• Experience:
  • Minimum of 8 -10 years of experience in Program management, with a significant focus on regulatory compliance in the cryptocurrency, fintech, or financial services sectors.
  • Proven track record of leading complex, multi-regional compliance Programs, especially those involving regulatory alignment.
  • Experience in translating policies into operational processes, preferably in complaints management or a closely related area.
  • Demonstrated success in managing internal audit findings and overseeing the implementation of corrective actions.
• Skills:
  • Strong Program management skills with the ability to manage large, complex projects involving multiple stakeholders.
  • Deep understanding of global regulatory requirements in the crypto and financial sectors, especially NYDFS, FCA, CBI and consumer protection laws.
  • Excellent communication and leadership skills, with the ability to influence stakeholders at all levels and ensure alignment on Program goals.
  • Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, evolving environment.
  • Strong analytical abilities to identify risks, develop solutions, and ensure continuous improvement in compliance processes.

Nice to haves:

• • Professional certifications in regulatory compliance (e.g., CRCM, CAMS) are highly advantageous.
  • Proficiency with tools such as Google apps, JIRA, and Salesforce Service Cloud.
  • Experience collaborating with external outsource business partners.

Job #: P62557

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