Senior Complaints Manager (Fintech)

TL;DR

Senior Complaints Manager (Fintech): Lead complaints management team owning end-to-end processes for complex and high-risk cases including FOS escalations with an accent on regulatory compliance, sound judgement, and customer outcomes. Focus on analysing complaints data to drive root cause fixes, influencing product/risk teams, and reporting actionable insights to senior leadership.

Location: Hybrid - London office 2-3 days a week, option to work abroad up to 120 days/year subject to right to work in that country.

Company

Digital bank redefining finance with current accounts, consumer lending, auto finance, and AI-assisted complaints handling.

What you will do

• Lead, develop and performance manage team of complaint handlers, fostering accountability and high-quality decision-making.
• Own end-to-end complaints process, including escalated/complex cases and FOS/DSAR handling.
• Guide team on difficult cases, ensure consistency with FCA DISP, Consumer Duty, and conduct standards.
• Use complaints data to identify issues, prioritise by impact/risk, and partner with Product, Risk, Credit, Legal, Operations for fixes.
• Report insights and risks to senior leadership, maintain controls for audits/regulatory reviews.
• Build relationships and influence decisions across business at senior level.

Requirements

• Strong complaints experience in retail banking or fintech
• Deep knowledge of FOS, FCA DISP, consumer credit regulation
• Experience working directly with FOS or FCA
• Hands-on with current accounts or consumer lending products
• Experience leading teams in complaints/conduct environment
• Track record using complaints to drive product/process change
• Confident in difficult regulatory/customer decisions and influencing stakeholders

Nice to have

• Background in conduct risk, remediation, or complaints policy
• Experience in scaling fintech/digital bank
• Exposure to AI-assisted complaint handling or automation

Culture & Benefits

• Flexible hybrid working with face-to-face collaboration and work-life balance.
• Diverse team of nearly 50 nationalities with DE&I focus and reasonable adjustments.
• Top-rated workplace with emphasis on unconventional challenges and outsized impact.