Job Purpose
To lead and manage the organization’s complaint handling and regulatory compliance activities, ensuring that all client complaints, regulatory issues, and compliance matters are addressed promptly, fairly, confidentially, and in accordance with applicable laws, regulations, regulatory guidelines, and internal policies.
The position will serve as a key coordination point among clients, business functions, senior management, and regulatory authorities, while identifying compliance risks and recommending corrective and preventive actions.
Key Responsibilities
Complaint Management
- Establish and maintain an effective end-to-end complaint management process.
- Receive, review, investigate, and resolve complaints from investors, clients, stakeholders, and other relevant parties.
- Ensure all complaints are properly recorded, categorized, tracked, and closed within defined timelines.
- Conduct root-cause analysis of recurring or significant complaints and recommend corrective actions.
- Escalate critical, regulatory, legal, or high-risk complaints to senior management and relevant authorities as required.
- Maintain complete and confidential documentation of complaints and resolutions.
- Monitor complaint trends and prepare periodic management reports.
Regulatory Compliance
- Monitor compliance with applicable laws, rules, regulations, regulatory directives, and industry requirements applicable to the asset management business.
- Ensure business activities, products, processes, and client interactions comply with regulatory and internal requirements.
- Keep track of regulatory circulars, notifications, amendments, and new compliance requirements.
- Assess the impact of regulatory changes and coordinate implementation with relevant departments.
- Develop and update compliance policies, procedures, manuals, and guidelines.
Compliance Monitoring & Review
- Conduct periodic compliance reviews of business and operational activities.
- Identify potential compliance gaps, control weaknesses, and regulatory risks.
- Maintain a compliance monitoring calendar and ensure timely completion of reviews.
- Coordinate with relevant departments for corrective and preventive actions.
- Follow up on identified compliance issues until satisfactory closure.
- Maintain proper records and evidence of compliance activities.
Regulatory Reporting & Liaison
- Coordinate preparation and submission of regulatory reports, statements, disclosures, and responses within stipulated deadlines.
- Maintain effective communication with regulatory authorities regarding compliance and complaint-related matters.
- Support regulatory inspections, audits, reviews, and information requests.
- Coordinate responses to regulatory observations and ensure timely implementation of required actions.
Client & Investor Protection
- Ensure complaints are handled independently, objectively, fairly, and without conflict of interest.
- Promote fair treatment of investors and clients.
- Review client communication and service processes from a compliance perspective.
- Identify potential conduct risks, mis-selling risks, disclosure issues, and conflicts of interest.
- Ensure appropriate escalation of sensitive investor-related matters.
Risk & Control
- Identify and assess compliance risks arising from business operations.
- Develop and maintain compliance risk registers and action plans.
- Recommend appropriate internal controls to minimize regulatory and operational risks.
- Coordinate with Internal Audit, Risk Management, Legal, Operations, and other relevant functions.
- Monitor implementation of corrective actions arising from compliance reviews and audits.
Policy & Documentation
- Develop and maintain SOPs, policies, compliance checklists, complaint handling procedures, and regulatory registers.
- Ensure proper documentation and retention of compliance-related records.
- Review internal processes periodically and recommend improvements.
- Maintain confidentiality of client information, complaint records, and sensitive regulatory matters.
Management Reporting
- Prepare monthly, quarterly, and annual reports on complaints, compliance status, regulatory issues, and corrective actions.
- Provide management with insights on complaint trends, recurring issues, compliance gaps, and emerging risks.
- Present significant compliance and complaint-related matters to senior management and relevant committees.
Team Management
- Lead, supervise, and develop the complaint handling and compliance team.
- Set team objectives, monitor performance, and ensure timely completion of assigned activities.
- Provide training and guidance on regulatory requirements, complaint handling, ethics, and compliance procedures.
- Promote a strong culture of compliance and accountability across the organization.
