Senior Complaints Operations Manager (Fintech)

Location: London, hybrid. Work from home is available on Mondays and Fridays; in-office collaboration takes place on other weekdays.

Company

hirify.global is a fintech company building technology for consumer credit, including loans, credit cards, and car finance products.

What you will do

• Set the strategic direction and objectives for complaints operations across multiple product lines.
• Lead and develop a high-performance team through coaching, support, and succession planning.
• Optimise complaints processes, customer journeys, productivity, efficiency, and consistency.
• Lead root-cause analysis and remediation activity to identify systemic failures and deliver long-term improvements.
• Manage relationships with the Financial Ombudsman Service and ensure reporting complies with FCA DISP requirements.
• Use performance data, in-house technology, machine learning, and AI to improve resolution speed and cost efficiency.

Requirements

• Significant experience leading teams in the financial services sector.
• Deep practical knowledge of FCA regulatory requirements and DISP rules.
• Experience influencing key stakeholders and decision-makers across the business.
• Strong written and verbal communication skills.
• Experience prioritising and delivering in a fast-moving, high-growth environment.
• Willingness to work closely with operational details and take ownership of risks, reporting accuracy, and regulatory obligations.

Nice to have

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

Culture & Benefits

• Opportunity to help scale a profitable fintech company.
• Compensation includes equity.
• Fresh, healthy lunches are prepared in the office from Tuesday to Thursday.
• Private health insurance and physical and mental wellbeing support.
• Inclusive workspace in London and equal-opportunity employment.