Senior Complaints Manager (Fintech)

TL;DR

Senior Complaints Manager (Fintech): Leading a complaints management team to handle complex cases and regulatory escalations with an accent on FOS/FCA compliance and root cause analysis. Focus on improving banking products through complaints-driven insights and maintaining high conduct standards.

Location: Hybrid: Must be based in London (2-3 days a week in office)

Company

hirify.global is a fintech company redefining banking by putting people at the center of their financial services.

What you will do

• Lead and performance manage a team of complaint handlers, fostering a culture of accountability and high-quality decision-making.
• Own the end-to-end complaints process, including high-risk, sensitive, and complex cases.
• Manage regulatory escalations and align outcomes with FCA DISP and Consumer Duty standards.
• Analyze complaints data to identify root causes and partner with Product, Risk, and Legal teams to implement fixes.
• Report on outcomes, FOS results, and key risks to senior leadership.
• Represent the Complaints function in senior forums to influence product and policy decisions.

Requirements

• Experience in complaints management within retail banking or fintech.
• Deep knowledge of FOS, FCA DISP, and consumer credit regulations.
• Proven track record of leading teams in a conduct-heavy environment.
• Experience with current accounts or consumer lending products.
• Ability to influence senior stakeholders and drive change without direct authority.
• Right to work in the UK is required.

Nice to have

• Exposure to AI-assisted complaint handling or automation.
• Background in conduct risk, remediation, or complaints policy.

Culture & Benefits

• Hybrid work model with 2-3 days in the London office.
• Option to work from abroad for up to 120 days per year (subject to right to work).
• Recognized as one of the UK's Most Loved Workplaces.
• Diverse and inclusive environment with nearly 50 nationalities.