Senior Manager, Customer Complaints

🔥 4 minutes ago

🇪🇺 Europe – Remote

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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OKX

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2017

₿ Crypto

🌐 Web 3

💳 Fintech

Crypto • Web 3 • Fintech

OKX is a cryptocurrency exchange offering a comprehensive suite of trading solutions for both retail and institutional investors. The platform facilitates buying, selling, and trading of various cryptocurrencies with low fees, powerful tools like trading bots, and deep liquidity markets. OKX provides services such as quick crypto conversion, a liquid marketplace, and managed trading. It serves institutional traders with an advanced API connectivity, historical market data, and a robust OTC liquidity network. The company aims to ease the crypto trading and buying process, even integrating with Web3 technologies and offering educational resources for new users.

📋 Description

• Own OKX's Global Customer Complaints Program and report directly to the Compliance Chief of Staff • Work with Local Compliance, Legal, Customer Support, Product, Operations, and Risk teams to promote consistent complaint handling across jurisdictions • Maintain alignment with regulatory requirements and provide effective second-line oversight and challenge • Turn customer complaints into compliance and conduct-risk intelligence • Oversee complaints governance and quality assurance • Identify trends, potential systemic issues, root causes, and remediation needs • Provide senior leadership with reporting on customer outcomes and emerging risks • Develop, coordinate, and track responses to regulatory inquiries, examinations, and escalated complaints • Maintain global regulatory alignment and ensure policies, standards, procedures, and local requirements remain current and implemented • Oversee the end-to-end complaints control framework • Own second-line oversight and quality assurance, including risk-based testing, control-gap identification, remediation tracking, and issue escalation • Own complaints governance and executive reporting, including compliance committee reporting and the complaints agenda for compliance leadership meetings • Maintain the complaint management database, SLA adherence, and escalation thresholds across regions • Serve as the central Compliance point of contact for material complaint matters and regulatory escalations • Drive continuous improvement of the complaints framework and customer outcomes globally

🎯 Requirements

• Strong experience developing and managing responses to regulators, including regulatory inquiries, information requests, examinations, escalated customer complaints, and other supervisory matters • Demonstrated ability to coordinate cross-functional inputs, develop clear and defensible written responses, manage regulatory deadlines, and track resulting commitments and remediation through closure • Significant experience in regulatory compliance, conduct risk, consumer protection, complaints oversight, or a related discipline, ideally within a highly regulated and globally distributed organization • Demonstrated experience owning or overseeing a multi-jurisdictional compliance framework • Ability to translate regulatory requirements into scalable global standards, controls, monitoring, and governance while incorporating local requirements • Strong regulatory and customer-outcome judgment • Demonstrated experience with root-cause analysis and systemic remediation • Strong second-line oversight and challenge capabilities • Experience designing or operating risk-based monitoring, QA, issue escalation, remediation tracking, and governance processes • Strong analytical and reporting capabilities, trend analysis, SLA monitoring, management information, and executive reporting • Excellent written and verbal communication skills • Proven ability to influence geographically dispersed teams and senior stakeholders • Nice to have: experience with global customer complaints programs and major global regulatory regimes • Nice to have: relevant professional certification or advanced qualification such as CAMS, CFE, CRCM, CCEP/CCEP-I, ICA compliance qualifications, CIA, CRCMP, JD or equivalent legal qualification, or comparable compliance, risk, or audit credential

🏖️ Benefits

• Competitive total compensation package • L&D programs and Education subsidy for employees' growth and development • Various team building programs and company events • Comprehensive healthcare schemes for employees and dependants • More that we love to tell you along the process!