About the role

The Complaints Regulatory Reporting Lead is a key analytical role that globally sits at the intersection of complaints operations, business insights, regulatory compliance, and data strategy. This role owns the design and delivery of complaint metric reporting across countries and products – translating complaints data into actionable intelligence that drives operational improvement, regulatory adherence, and management decision making. This is an exciting role that collaborates closely with Complaints, Operations, Claims, Compliance, Technology and senior leadership teams to ensure the organization understands not just what is happening – but why and what to do about it.

Key responsibilities:

+ Design and maintain complaint metric frameworks that go beyond volume tracking to surface root causes, emerging themes, and systemic process failures.

+ Produce thematic analysis reports that translate complaint patterns into clear, actionable ...