Lead, Complaints Management & Insights

We are seeking a strategic and detail-oriented Lead, Complaints Management and Insights to join our team. This role is critical in overseeing the full complaints lifecycle while transforming customer feedback into actionable insights that strengthen operational performance and support regulatory compliance. The ideal candidate will bring deep expertise in complaints handling, strong analytical capability to translate data into meaningful trends, and the ability to influence senior stakeholders across Operations, Risk, Compliance, Legal, Product and Data. Experience in root cause analysis, regulatory engagement, and executive level reporting will be highly valued. This is a hybrid work model (onsite 2 times per week).

Please note: For this position, we are unable to provide visa sponsorship now or in the future. Candidates must already have the legal right to work in the country they apply to and be able to start and maintain employment without visa support from Convera.

You will be responsible for:

• Owning the global complaints framework across intake, triage, investigation, resolution, closure and the learning loop.

• Acting as the SME escalation point for complex, sensitive or high-risk complaints, ensuring decisions align with policy, regulation and fairness.

• Providing matrix leadership and coaching to frontline teams to embed consistent practices, strengthen regulatory understanding and improve communication quality.

• Monitoring SLAs, uphold rates, repeat complaints and escalations to identify trends, emerging risks and areas for improvement.

• Ensuring complaint outcomes and customer correspondence meet expectations for fairness, clarity and timeliness.

• Applying structured RCA methods and maintaining disciplined action tracking, integrating QA signals, case evidence and operational data into MI and RCA outputs.

• Using data driven evidence to prioritise improvement initiatives linked to SLAs, repeat complaints, cost to serve and customer impact, validating root causes and quantifying benefits.

• Influencing and leading cross functional initiatives across Operations, CX, Risk, Compliance, Legal, Product and Data to address systemic drivers of avoidable complaints.

• Partnering with Product, Engineering and IT teams to remove friction, resolve defects and strengthen controls.

• Producing accurate, transparent MI reporting, including monthly executive packs and dashboards, using Excel, Power BI and Snowflake with strong data governance.

You should apply if you have:

• 5+ years of experience in regulated complaints functions, preferably within fintech or financial services, with exposure to multi-jurisdictional regulatory requirements.

• Proven ability to manage escalated, complex and sensitive complaints, ensuring outcomes that are fair, well evidenced and compliant with regulatory standards.

• Strong experience producing high quality complaints MI, trend analysis, board level insights and regulatory submissions that support informed senior decision making.

• Demonstrated ability to connect complaints insight to broader business performance indicators, providing clear recommendations that support prioritisation and strategic discussions.

• Hands on experience with analytical and reporting tools including Excel, Power BI and Snowflake, with the ability to interpret data, identify trends and communicate implications.

• Skilled in Root Cause Analysis techniques including Lean or PDCA and 5 Whys, with experience supporting the embedding and tracking of corrective actions.

• Confident communicator with experience engaging senior stakeholders, presenting findings and supporting discussions on risk, customer outcomes and improvement priorities.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction. Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

• Market competitive salary

• Opportunity to earn an annual bonus

• Great career growth and development opportunities in a global organization

• A flexible approach to work

• Generous insurance (health, disability, life)

• Paid holidays, time-off, and leave policies for life events (maternity, paternity, adoption)

• 3 wellness days per year

• Paid volunteering opportunities (5 days per year)

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

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