Paralegal – Data Protection / GDPR
Accutrainee Limited
Customer Relations Manager
Pactum Collections GmbH
full-time
Posted on:
Origin: • 🇲🇹 Malta
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead the Complaints & Disputes team to ensure timely, fair, and compliant resolution of escalated cases
- Oversee processes for complaints, GDPR requests, and fraud-related inquiries
- Act as the escalation point for complex or sensitive issues requiring cross-functional collaboration
- Analyze trends and provide insights to leadership
- Ensure GDPR requests are processed in line with regulatory requirements in cooperation with the DPO and Compliance
- Oversee coordination with Fraud, Risk, and Legal functions on fraud-related inquiries
- Maintain accurate documentation and reporting of GDPR and fraud cases for audits and regulators
- Establish and manage quality frameworks and evaluation tools across Customer Operations
- Monitor interactions for compliance, service quality, and resolution effectiveness
- Provide structured feedback to Market Managers and Performance Coaches, and report on quality outcomes to senior leadership
- Oversee tools and systems used by the Complaints & Disputes team, ensuring accuracy and consistency in evaluation tools
- Deliver regular reports on complaints, GDPR requests, fraud inquiries, and quality metrics
- Recommend process improvements to strengthen customer experience and compliance
- Lead, mentor, and develop the Complaints & Disputes team
- Act as liaison with DPO, Compliance, Fraud, and Risk departments
- Collaborate with leadership to align complaints, GDPR, fraud, and quality frameworks with business goals
- Foster a compliance-driven and customer-focused culture
Requirements
- Proven experience in complaints management, customer relations, or regulatory operations
- Strong knowledge of regulatory requirements (complaints handling, GDPR, fraud, consumer protection)
- People leadership experience with the ability to coach and develop high-performing teams
- Strong analytical and reporting skills with confidence in presenting to senior stakeholders
- Excellent stakeholder management and cross-functional collaboration skills
- Ability to work under pressure, prioritize effectively, and meet strict deadlines
