Operations Manager, Complaints and Vulnerability (Fintech)

TL;DR

Operations Manager, Complaints and Vulnerability (Fintech): Managing and optimizing processes for handling customer complaints and vulnerable customers within a regulated banking environment with an accent on CBI and EU regulatory compliance. Focus on root cause analysis, operational redesign, and end-to-end project delivery to improve customer experience.

Location: Hybrid working model, based in the Dublin office

Salary: €54,400 - 66,240

Company

A digital bank on a mission to make money work for everyone by replacing traditional banking with a transparent and customer-centric approach.

What you will do

• Ensure Complaints and VAIB processes are delivered compliantly with internal policies, CBI, and EU regulations.
• Review and redesign operational workflows to enhance efficiency and the overall customer experience.
• Perform root cause analysis to identify trends and customer pain points, providing feedback to product and operations teams.
• Analyze performance data to drive continuous operational improvements.
• Lead end-to-end core projects in collaboration with UK Operations, Product, Risk, Compliance, and Workforce Management.
• Act as a customer advocate to influence engagement and build a positive culture across operations teams.

Requirements

• Deep understanding of Complaints and Vulnerable Customers operations within a CBI regulated environment.
• Proven track record of end-to-end project delivery and experience in leading through change.
• Strong communication skills for delivering business-wide messages with clarity.
• Ability to use data to identify performance trends and solve operational problems.
• Proficiency in MacOS, Slack, and GSuite tools.
• Must be based in or able to work from the Dublin office.

Culture & Benefits

• Hybrid working model with flexible hours.
• 34 days of annual leave, including public holidays.
• €1,200 annual learning budget for books, training, and conferences.
• Private healthcare scheme and pension scheme with matching contributions up to 6%.
• Comprehensive wellbeing benefits, including mental health support, coaching, and counselling.

Hiring process

• 30-minute call with the Recruiter.
• 30-minute video call with the Hiring Manager.
• 2 hours of technical and behavioural interviews.