Client Disputes Team Lead (Fintech)

TL;DR

Client Disputes Team Lead (Fintech): Building and leading a dedicated UK Client Disputes team from the ground up to resolve client issues under FCA requirements with an accent on regulatory compliance, quality standards, and root-cause analysis. Focus on implementing DISP/SRC requirements, managing FOS referrals, and translating dispute insights into operational improvements.

Location: Hybrid in Kraków, Poland

Salary: starting from 16 000 PLN

Company

hirify.global is a FTSE 100 global fintech providing leveraged and non-leveraged trading and investment products across 18 countries.

What you will do

• Lead the UK Client Disputes team day-to-day, owning quality and throughput.
• Maintain the shared disputes register in collaboration with Compliance.
• Partner with Data & Insights to develop and maintain disputes reporting and MI.
• Manage and develop a small team of Client Disputes Specialists and Associates.
• Serve as the primary contact for Compliance on regulatory matters and support FOS referrals.
• Drive root-cause analysis to translate dispute insights into actionable improvements across operations and product.

Requirements

• Proven experience leading complaints or disputes teams within regulated financial services.
• Deep working knowledge of DISP and its application in retail financial services.
• Strong understanding of Consumer Duty and the handling of vulnerable clients.
• Strong data literacy for shaping meaningful disputes reporting.
• Track record of working directly with Compliance and senior stakeholders.
• Must be based in or able to work hybrid in Kraków, Poland.

Nice to have

• Background in retail investment, trading platforms or leveraged products.
• Working knowledge of FOS processes and overturn criteria.

Culture & Benefits

• Opportunity to build a new team from the ground up with real influence over operations.
• Work within a FTSE 100 fintech during a critical CX transformation.
• Exposure to AI-enabled and digital-first servicing models.
• Collaborative, high-performance culture with genuine development opportunities.
• Competitive salary and benefits package.