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 systemic root cause analysis. Focus on building a high-performance environment, optimizing scalable processes, and integrating AI to enhance resolution speed.

Location: Hybrid in London; must be based in the UK and attend the office Tuesday through Thursday

Company

hirify.global is a fintech unicorn building advanced technology to help people get credit and save money, operating across the UK and US markets.

What you will do

• Set the strategic direction and objectives for the Complaints Department to maintain high quality across all service lines.
• Lead Root Cause Analysis (RCA) and remediation activities to identify systemic failures and drive business improvements.
• Act as the primary relationship holder with the Financial Ombudsman Service (FOS) and ensure all reporting meets FCA DISP requirements.
• Continuously review and optimize complaints processes to ensure scalability and a superior customer journey.
• Leverage in-house technology, machine learning, and AI to automate operations and increase resolution speed.
• Manage strategic partnerships across the business and champion the function at the Risk Committee.

Requirements

• Significant leadership experience leading teams within the financial services sector.
• Practical knowledge of FCA regulatory requirements and DISP rules.
• Proven ability to manage and influence key decision-makers and stakeholders.
• Track record of prioritizing and delivering in a fast-moving, high-growth environment.
• Must be based in London to support the hybrid work model (Tuesday-Thursday in office).

Nice to have

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

Culture & Benefits

• Best-in-class compensation including equity.
• Hybrid work model: Work from home every Monday and Friday.
• In-house chefs providing fresh, healthy lunches in the office (Tuesday-Thursday).
• Private health insurance coverage.
• Inclusive and open workspace environment.

Hiring process

• 30-minute call with the Talent Team.
• 15-minute Cognitive Assessment.
• 45-minute Case Study Interview.
• 60-minute Onsite Interview with the Director of Complaints, Fraud and FinCrime.