The Compliance VP will lead the Complaint Resolution function, owning the end-to-end complaint response process and ensuring all regulatory and internal standards are consistently met. This role includes direct team leadership, training, and acting as the central authority on complaint-related policies and procedures — with a strong emphasis on life insurance, where the majority of volume and complexity exists.
Beyond oversight, this is a highly impactful position with the ability to shape processes, influence cross-functional decisions, and drive meaningful improvements by identifying trends and addressing root causes at scale.
What You'll Own:
• Lead and develop a team handling complex complaint resolution (consumer, BBB, AG, regulatory)
• Review and approve complaint responses — ensuring accuracy, tone, and regulatory alignment
• Analyze complaint data and drive root-cause reporting + actionable business insights
• Partner with Operations and leadership to fix upstream issues, not just resolve symptoms
• Build and deliver training across products, trends, and response strategy
• Act as a key escalation point and trusted voice across Compliance, Ops, and Leadership
• Strengthen relationships across internal teams and external partners (including TPAs)
What we're looking for:
• Proven people leadership — has managed and developed teams (not an IC stepping up)
• Strong life insurance background (must-have) — this is where the bulk of complaints sit
• Exposure to annuities and broader insurance products
• Experience in complaint resolution, regulatory response, or related compliance/ops functions
• Ability to balance customer outcomes with regulatory and business considerations
• Strong written communication — able to handle high-stakes, externally visible responses
• Analytical mindset — comfortable identifying trends and influencing change