Complaint Lead (Financial Services Compliance)

Role Overview:

- The Complaint Lead is a critical compliance and risk management role requiring 3+ years of dedicated experience in control-related functions within the financial services industry.

- Based 3 days onsite in Gurugram, India, the incumbent will be the subject matter expert responsible for leading the end-to-end complaints management process, ensuring adherence to strict US banking regulations and internal operational risk frameworks.

- This position involves deep investigative work, comprehensive reporting, and the ability to translate consumer feedback into actionable risk and control improvements.

Job Summary:

We are seeking a Complaint Lead with strong experience in regulatory compliance, risk management, and consumer complaint handling within financial services. The ideal candidate will possess working knowledge of key U.S. banking regulations (BSA/AML, UDAAP, Reg E, etc.) and demonstrated expertise in managing the full complaints lifecycle, including investigation, reporting, and integration with the operational risk control environment.

Key Responsibilities and Compliance Deliverables:

- Complaints Management Leadership: Take ownership of the full, end-to-end complaints management lifecycle, from intake and categorization through detailed investigation and final resolution.

- Investigation and Reporting: Lead and execute thorough investigation reports for complex or high-risk consumer complaints, identifying root causes, control failures, and potential instances of regulatory non-compliance.

- Regulatory Compliance: Ensure all complaint handling processes and subsequent remedial actions comply with key U.S. banking regulations including, but not limited to: BSA/AML, UDAAP (Unfair, Deceptive, or Abusive Acts or Practices), Regulation E (Electronic Funds Transfer), Regulation Z (Truth in Lending), Fair Lending, and Privacy laws.

- Operational Risk Control: Actively contribute to the operational risk framework by analyzing complaint data to identify systemic weaknesses, control gaps, and emerging risk management themes.

- Issue Remediation and Control Testing: Use complaint outcomes to support the issue management process, driving the implementation of corrective actions. Assist in control testing processes to validate the effectiveness of controls related to consumer protection.

- Reporting and Analysis: Prepare periodic management reports detailing complaint volumes, trends, root cause analysis, and the status of ongoing investigations and remediation efforts.

- Policy Adherence: Ensure strict adherence to internal policies, procedures, and service level agreements (SLAs) governing complaint response times and quality.

Mandatory Skills & Qualifications:

- Experience: 3+ years of experience in compliance, risk management, or control-related roles in financial services.

- Domain Expertise: Experience specifically in complaints management within a regulated environment.

- Regulatory Knowledge: Working knowledge of key U.S. banking regulations (e.g., BSA/AML, UDAAP, Reg E, Reg Z, Fair Lending, Privacy).