Gestor de Reclamações – Área de Compliance

About the role

WiZink Bank Portugal is looking for a Gestor de Reclamações to lead the complaints management function. The role ensures that customer, regulator and external complaints are handled in line with regulatory deadlines, internal standards and risk‑mitigation objectives.

Key responsibilities

• Monitor and control complaints received from customers, regulators and external entities, guaranteeing compliance with statutory response times.
• Assess the technical accuracy and communication quality of first‑line responses, ensuring transparency and conduct standards.
• Analyse root causes, identify trends and propose risk‑mitigation plans to operational areas.
• Maintain the integrity, traceability and classification of complaint records in internal systems.
• Define, review and update policies, procedures and standards for complaints handling in line with Banco de Portugal, CMVM and ASF requirements.
• Implement a control framework (sampling, quality checks, deadline monitoring) and report deviations.
• Coordinate with Operations, Commercial, IT, Risk and Compliance to gather evidence and monitor corrective actions.
• Prepare periodic internal and external reports on complaints performance, KPIs and KRIs.
• Act as back‑up to the Legal Advisor for regulatory interpretation and legal assessment.

Required profile

• Fluency in English (Spanish is a plus).
• Strong knowledge of banking regulation, especially Banco de Portugal guidelines and related supervisory frameworks.
• Experience in complaints handling, risk analysis and regulatory reporting within a financial institution.

Required skills

What we offer

• Opportunity to work in a leading European bank.
• Exposure to regulatory and compliance challenges.
• Professional development in a dynamic environment.