Complaints Regulatory Reporting Lead

Complaints Regulatory Reporting Lead

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 narratives for management – identifying the underlying drivers of complaint activity and recommending targeted remediation.
• Partner with underwriting and claims metric teams to develop trend analyses and early warning indicators that enable proactive rather than reactive management of complaint risk.
• Build and maintain reports that measure regulatory compliance performance across jurisdictions, including adherence to resolution timeframes, acknowledgement and notification obligations, and outcome requirements.
• Track and report on workforce capacity metrics – resourcing levels, caseloads, and throughput – to support operational planning and identify capacity risks before they affect service quality or compliance.
• Maintain internal compliance scorecards aligned to the country-level requirements and prepare ad-hoc data extracts and schedules for various regulatory submissions.
• Conduct ongoing data quality analysis to assess the consistency, completeness, and accuracy of complaint data field usage across in-country and product teams.
• Define and enforce data standards and field usage conventions, working with complaint teams to remediation inconsistencies and embed good data hygiene at the point of capture.
• Identify data gaps that limit reporting capabilities and partner with Complaint and Technology teams to resolve.
• Champion the use and adoption of tools, automation, and dashboard technologies that improve reporting quality, efficiency, accessibility, and timeliness.
• Partner with in-country and business teams to harmonize reporting methodologies while accommodating local regulatory requirements.

Qualifications:

• Bachelor's degree in Business, Data Analytics, or related field
• 7+ years of reporting experience in operations, complaints management, or regulatory compliance within insurance or financial services
• Strong understanding of complaints regulatory frameworks across one or more jurisdictions
• Demonstrated ability to design reports and dashboards that drive decisions, not just describe activity
• Strong data quality and governance instincts, with experience defining field-level standards and remediating inconsistencies as scale.
• Excellent analytical skills with the ability to navigate between granular data and executive-level narrative
• Clear, confident communicator with experience presenting complex findings to senior management and compliance stakeholders
• Proficiency in data visualization and reporting tools – advanced Excel, Cognos, SQL, PowerBI, or similar platforms