Senior Complaints Operations Manager (Fintech)

TL;DR

Senior Complaints Operations Manager (Fintech): Leads the strategic direction and operations of the complaints department across multiple product lines, ensuring FCA regulatory compliance and exceptional customer outcomes. Focus on resolving complex issues, identifying systemic root causes, and leveraging technology like machine learning and AI for process optimization and efficiency.

Location: Hybrid, based in London, UK

Company

hirify.global is a profitable fintech unicorn building technology to help people get credit and save money, operating across consumer loans, credit cards, and car finance.

What you will do

• Set the strategic direction and objectives for the team, ensuring quality across all service lines.
• Identify and develop future leaders, overseeing team performance, productivity, and efficiency.
• Optimise complaints processes and customer journey, leveraging in-house technology and AI.
• Lead Root Cause and Remediation activity to identify systemic failures and drive business improvements.
• Act as the primary relationship holder with the Financial Ombudsman Service (FOS) and ensure all reporting meets DISP requirements.
• Proactively identify, monitor, and control conduct risk, taking full responsibility for complaints data accuracy.

Requirements

• Significant experience leading teams within the financial services sector.
• Deep, practical knowledge of FCA regulatory requirements and DISP rules.
• Proven ability to manage and influence key influencers and decision-makers.
• Strong written and verbal communication skills.
• A track record of prioritising and delivering in a fast-moving, high-growth environment.
• A self-starter willing to dive into the details of the team's work.

Nice to have

• Experience working in the motor industry or handling automotive finance complaints.
• Previous experience in a "unicorn" or rapidly scaling fintech environment.
• Fluency in modern digital tools and an interest in AI-driven operational solutions.

Culture & Benefits

• Opportunity to scale one of the world’s most successful fintech companies.
• Best-in-class compensation, including equity.
• Hybrid work model: remote every Monday and Friday, in-office Tuesday-Thursday in London.
• Fully stocked kitchen with breakfast, lunch, snacks, and drinks in the office.
• Private health insurance coverage for well-being.
• Inclusive and open workspace in London.