TL;DR

Complaints Team Leader (Fintech): Lead and develop a team of Complaints Officers to resolve complex customer complaints and drive process improvements with an accent on FCA regulations, AI-driven data analytics, and customer outcomes. Focus on managing change in fast-paced financial services environments, fostering innovation, and ensuring compliance with regulatory standards.

Location: Hybrid with office presence in London, UK

Company

%hirify_global% is a profitable fintech startup founded in 2014, valued at £3.5bn, building technology to help people get credit and save money, operating in the UK and US markets.

What you will do

Manage and develop a high-performing team of Complaints Officers to meet KPIs and FCA regulations.
Use AI models and data analytics to optimize workload allocation and identify efficiency opportunities.
Monitor team outputs and trends to drive continuous improvement in customer outcomes and processes.
Lead responses to escalated or high-risk complaints with professionalism and sound judgement.
Collaborate across Operations and Product teams to translate feedback into business improvements.
Ensure quality assurance and compliance with complaint handling standards.

Requirements

Location: Must be able to work in London with hybrid presence.
Experience managing teams in fast-paced, regulated financial services or fintech environments.
Proven use of AI and data analytics to improve operational processes.
Strong knowledge of FCA regulations and DISP complaint handling standards.
Excellent communication skills with ability to explain complex regulatory concepts.

Nice to have

Experience driving change and influencing multiple stakeholders.
Process improvement and risk management skills.

Culture & Benefits

Work from home every Monday and Friday with office presence Tuesday to Thursday in London.
Best-in-class compensation including equity.
Private health insurance coverage.
Fully stocked kitchen in office.
Inclusive and open workspace culture.