Senior Manager, Compliance Complaints (Fintech)

TL;DR

Senior Manager, Compliance Complaints (Fintech): Leading the independent investigation and resolution of complex, material, and escalated customer complaints with an accent on FCA regulatory compliance and FOS engagement. Focus on providing credible Line 2 oversight, driving thematic insights from complaints data, and ensuring robust conduct risk management across the business.

Location: Must be based in London and able to work from the office a minimum of three days per week.

Company

hirify.global is a FTSE 100 fintech company operating globally, providing trading services across various financial products with a focus on scale, trust, and innovation.

What you will do

• Lead the independent investigation and resolution of complex, material, and escalated complaints.
• Manage IG's relationship with the Financial Ombudsman Service (FOS) end-to-end.
• Provide structured Line 2 oversight and challenge to the Line 1 customer complaints function.
• Analyze complaints data and KPIs to identify systemic conduct risks and control weaknesses.
• Support the implementation of complaints-handling policies and standards in alignment with FCA requirements.
• Mentor junior colleagues and contribute to team capability and a culture of fair client outcomes.

Requirements

• 8–12 years of experience in financial services compliance, complaints, or conduct risk.
• Strong working knowledge of FCA DISP rules and the FOS process.
• Hands-on experience managing FOS referrals and case submissions.
• Experience providing Line 2 oversight or quality assurance of a complaints function.
• Bachelor's degree in Law, Business, Finance, Economics, or a related field.
• Ability to work from the London office at least three days per week.

Nice to have

• Familiarity with trading products such as FX, indices, shares, derivatives, and crypto.

Culture & Benefits

• Opportunity to work in a high-scale, FTSE 100 fintech environment.
• Focus on outcomes rather than activity.
• Commitment to diversity, equity, and inclusion.
• Development and growth opportunities within a collaborative compliance team.