Operational Readiness Associate - Complaints Management and Prevention

About the opportunity

We invite you to contribute into shaping the future of digital banking in the Complaint Management & Prevention Department – a business unit that connects our customers, market regulators and internal stakeholders on the exciting journey of creating compliant and seamless services that our Users love. ​

As an Operational Readiness Associate (Complaints Management and Prevention), you will help to coordinate initiatives that elevate the quality, compliance, transparency and efficiency of complaints management and prevention process.

In this role, you will

Oversee operational readiness, governance, and process improvements across the Complaints Management function

Play crucial role the the performance reporting and analytics within the domain

Drive and support governance activities by monitoring adherence to complaints handling processes, regulatory requirements (e.g. EBA Guidelines on Complaints Handling, local consumer protection rules), and risk controls

Work closely with Complaints Department leadership to define and track key metrics and OKRs — such as resolution times, root-cause closure rates, and customer satisfaction - all what that shapes operational success

Carry the voice of the customer in collaboration with others, turning complaints insights into concrete actions that improve the quality of services delivered to our customers

Support the complaints operational teams with root-cause analysis of recurring issues and incidents, and implement workarounds and structural fixes to effectively manage current and future risks

Partner with cross-functional stakeholders (Product, Compliance, Legal, Customer Service, Outsourcing Partners, etc.) to ensure smooth execution and alignment of complaints-related initiatives, including readiness for new product launches and regulatory changes

Continuously identify opportunities to streamline complaints workflows, standardise handling procedures, and drive automation initiatives across in