Head of Complaints (Fintech)

Location: London, United Kingdom; hybrid attendance at the London office 2–3 days per week. Working from abroad is available for up to 120 days per year, subject to having the right to work in the country of choice.

Company

hirify.global is a digitally led bank and fintech focused on customer trust and innovative financial products.

What you will do

• Own the end-to-end complaints operation across a complex, multi-product digital bank.
• Set standards for customer outcomes, quality, consistency, and regulatory control.
• Lead the team through a significant transformation and develop a high-performing leadership team.
• Shape the safe use of AI and automation for information gathering, triage, quality assurance, and insight.
• Use data, forecasting, and capacity planning to improve performance and scale efficiently.
• Represent the function in senior forums and with external regulatory stakeholders.

Requirements

• Proven leadership experience in a complaints function within financial services.
• Confident application of FCA DISP, Consumer Duty, and Financial Ombudsman Service requirements.
• Experience leading teams across multiple complaint products, complex cases, and competing priorities.
• Strong judgment in cases involving conduct risk or significant customer detriment.
• Experience building controls, quality frameworks, regulatory reporting, and operational insight.
• Ability to influence senior stakeholders and lead people through ambiguity and change.

Nice to have

• Experience in a high-growth, digitally led bank or fintech.
• Current-account complaints, auto complaints, or discretionary commission redress experience.
• Experience implementing AI, automation, or technology-led process change.
• Experience redesigning operating models and building root-cause analysis partnerships.

Culture & Benefits

• Flexible ways of working with face-to-face collaboration.
• Focus on work-life balance and support for working effectively from home and the office.
• Option to work from abroad for up to 120 days per year, subject to work authorization.
• Inclusive workplace with a diverse international workforce and DE&I initiatives.
• AI is integrated into everyday work, with role-specific expectations during technical interviews.

Hiring process

• Behavioural and competency-based interviews should be completed without AI assistance.
• AI use in technical interviews depends on the role and will be explained by the Talent Partner.