VP, Compliance & Complaint Operations
Vice President, Compliance & Complaint Operations
Location: Des Moines, Iowa - Hybrid Schedule
Compensation Range: $150,000-$175,000 base salary + bonus
About the Organization
The organization is a major provider of retirement‑focused and investment‑related financial solutions, operating across multiple international markets. As part of a large global investment group, it leverages deep industry expertise and broad investment capabilities to support long‑term financial security for a diverse customer base. Its offerings include annuities, life‑related products, reinsurance solutions, and investment products.
Position Overview
The Vice President of Compliance & Complaint Operations will lead the enterprise complaint resolution function, ensuring regulatory adherence, operational excellence, and high‑quality customer outcomes. This role oversees team leadership, training, process governance, and serves as the primary authority on complaint‑related policies and procedures.
Key Responsibilities
Ensure accuracy, quality, and completeness of complaint responses prior to issuance
Monitor, track, and analyze complaint trends; prepare recurring root‑cause and trend reports
Train and mentor team members on products, policies, procedures, and best practices
Deliver training on emerging complaint themes, product features, and response strategies
Oversee resolution of consumer, third‑party, and regulatory complaints
Maintain professional, objective communication with customers, agents, and internal partners
Collaborate with Operations to analyze complaint data, identify trends, and implement process improvements
Build strong relationships with internal teams, external partners, and operational leadership
Leadership & Culture Expectations
Model ethical conduct, accountability, and regulatory discipline
Encourage sound professional judgment, independent challenge, and appropriate escalation
Prioritize customer outcomes and long‑term risk management over short‑term business goals
Empower, train, and hold teams accountable to supervisory and compliance expectations
Experience & Education Requirements
7-10+ years of experience in insurance, financial services, or related fields
Strong compliance and operational background
Exceptional written and verbal communication skills
Strong organizational and analytical abilities with high attention to detail
Ability to manage multiple priorities in a fast‑paced environment
Sound judgment balancing customer needs with business objectives
Bachelor's degree or equivalent experience
Strategic mindset with the ability to influence internal and external stakeholders
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