Head of Customer Complaints Intake (People Leadership & Process Reengineering) - Hybrid

Job description

Overview: The Head of Complaints Intake supports the day‑to‑day operation and ongoing improvement of the escalated complaints intake process. This role blends hands‑on process work with coordination across partners to help improve consistency, quality, and efficiency of intake activities across multiple channels. The position focuses on documenting and improving intake workflows, supporting system enhancements, and ensuring complaints are accurately captured and routed in line with established procedures and regulatory requirements. The role works closely with partners across Risk, Compliance, Technology, and the business to support intake operations, adoption of updated processes, and ongoing performance monitoring. Complaint intake is an important operational function that supports regulatory compliance, accurate complaint data, and effective downstream handling in a highly regulated environment. 1) Complaint Intake Operations & Process Improvement (Initial Focus) Support improvements to the complaint intake process by helping move intake activities from manual handling toward more consistent, rules‑based processing where appropriate. Document and review existing intake workflows...