Capital27d ago

Complaints Manager

Cyprus·LimassolHybridmid

OtherManager

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Quick Summary

Overview

We are a leading trading platform that is ambitiously expanding to the four corners of the globe.

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OtherManager

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

1. Team Leadership & Workforce Management

Lead, mentor, and support a team of Complaints Assistants across assigned jurisdictions.

Manage daily schedules, workloads, escalations, and case allocation to ensure timely and efficient complaint handling.

Conduct regular 1-2-1 meetings, performance reviews, and coaching sessions to support staff development.

Ensure team adherence to internal policies, complaint-handling standards, KPIs, and regulatory deadlines.

Coordinate training programmes for new and existing team members, including regulatory updates and best practices.

2. Oversight of Complaints Handling

Oversee the assessment and investigation of potential complaints raised via the #possible_complaints channel and other escalation sources.

Ensure complex or high-risk cases are handled appropriately and escalated where necessary.

Provide guidance to team members in drafting comprehensive, accurate, client-focused responses.

Ensure consistency, fairness, and quality across all complaint resolutions, maintaining high standards of client care.

3. Regulatory Compliance & Governance

Maintain strong knowledge of regulatory requirements for each relevant licensed entity (e.g., MIFID, CySEC, SCA depending on scope).

Ensure the complaint-handling process and responses align with all regulatory obligations, including response deadlines, reporting obligations, and proper escalation paths.

Work closely with Compliance to update policies, procedures, escalation frameworks, and complaint categorisation taxonomies.

Oversee the completion and accuracy of regulatory returns, trend analysis, and root-cause reporting.

Proven experience managing a complaints or client-resolution team in a regulated financial environment.

Demonstrated ability to handle complex, high-risk, and sensitive client cases.

Strong operational management background with experience in coaching, quality oversight, and performance monitoring.

Deep understanding of regulatory complaint-handling obligations across multiple jurisdictions.

Strong knowledge of internal governance, audit practices, and record keeping standards.

Excellent investigative, analytical, and decision-making abilities.

Exceptional attention to detail, accuracy, and written communication.

Ability to interpret regulatory guidance and convert it into practical team instructions.

Client-centric mindset with a strong sense of ownership and accountability.

Compliance, AML, or regulatory certifications are highly desirable.