Head Of Complaints (Fintech)

TL;DR

Head of Complaints (Fintech): Leading the strategic direction of the complaints department across multiple product lines with an accent on FCA regulatory compliance and operational excellence. Focus on building a high-performance environment, leveraging AI for process automation, and driving systemic improvements through root cause analysis.

Location: Must be based in London (Hybrid)

Company

hirify.global is a high-growth fintech unicorn dedicated to rebuilding consumer finance products like loans, credit cards, and car finance using advanced technology.

What you will do

• Set strategic objectives for the complaints team to ensure high-quality service across all product lines.
• Optimize complaints processes to enhance scalability and customer journey outcomes.
• Lead root cause and remediation activities to identify and resolve systemic failures.
• Manage key relationships with the Financial Ombudsman Service (FOS) and ensure FCA regulatory compliance.
• Leverage AI and machine learning to automate manual tasks and improve resolution speed.
• Champion the complaints function at Risk Committee meetings and drive cross-functional accountability.

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 decision-makers.
• Strong written and verbal communication skills.
• Track record of delivering results in a fast-moving, high-growth environment.
• Self-starter mentality with a focus on operational detail.

Nice to have

• Experience 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 interest in AI-driven solutions.

Culture & Benefits

• Competitive compensation package including equity.
• Hybrid work model with office attendance required Tuesday-Thursday.
• Fresh, healthy lunches prepared by in-house chefs in the office.
• Private health insurance coverage.
• Inclusive and open workspace culture in London.