Head of Complaints – Banking (m/f/d) (Berlin)

Our client is Europe’s first Mobile Bank with a full European
banking license. They have 3.5 million customers across 24 markets.
The team of over 1300 employees in 4 locations is concentrated on
reinventing the banking experience for the digital generation.

• Leading multinational Complaint Management team responsible for
  European markets
• Managing and steering the investigation and resolution process
  of all customer related complaints in collaboration with affected
  internal departments
• Ensuring high quality and time accuracy with regard to
  complaint resolution
• Reporting and communicating to national authorities (e.g.
  BaFin) as well as internal management
• Further developing of Complaint Management in line with the
  companies growth ambitions
• Setting guidelines and standards for Complaint Management
  within the company to ensure customer satisfaction and regulatory
  compliance

• Identifying bank processes affected by complaints, coordinating
  resources to perform root-cause analysis and initiating
  optimization measures

• University degree in Law or Business studies – ideally holding a
  major in Finance – or a related field

• Banking industry background and regulatory know-how – dedicated
  skill in the context of Compliance or Complaint Management
  favorable
• Leadership experience in planning and organizing multinational
  teams
• Ability to communicate with all levels and functions as well as
  experience in communicating to authorities
• Excellent written and verbal communication skills in English
  and German – being conversant with formal communication is a
  plus
• Strong structural and analytical thinking combined with process
  optimization expertise
• Goal-oriented and results-driven attitude
• Hands-on mindset as well as entrepreneurial thinking

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