Senior Complaints Manager

TL;DR

Senior Complaints Manager: Lead end-to-end complaints management for banking and lending products with an accent on escalated regulatory and Financial Ombudsman Service (FOS) cases, decision-making, and FCA DISP/Consumer Duty alignment. Focus on building controls and quality frameworks, using complaints insight to drive root-cause fixes, and reporting risks and outcomes to senior leadership.

Location: London

Company

hirify.global is a fintech focused on banking and lending products.

What you will do

• Lead, develop, and performance manage a team of complaint handlers and managers, setting expectations for quality, conduct, and performance.
• Own the end-to-end complaints process for escalated and complex cases, including defining procedures, quality frameworks, and controls.
• Set the approach for handling escalated regulatory and FOS complaints end to end, including DSARs, and make calls on high-impact or ambiguous cases.
• Use complaints data to identify customer-impact and risk drivers, prioritize by impact and risk, and partner with Product, Risk, Credit, Legal, and Operations to land root-cause fixes.
• Report complaints outcomes, FOS results, and key risks to senior leadership, turning data into actionable insight and ensuring readiness for audit or regulatory review.
• Represent Complaints in senior forums and influence decisions across the business, balancing customer outcomes with business and risk priorities.

Requirements

• Complaints experience in retail banking or fintech.
• Deep knowledge of FOS, FCA DISP, and consumer credit regulation.
• Experience working directly with the FOS or FCA.
• Hands-on experience with current accounts or consumer lending products.
• Experience leading and developing teams in a complaints and conduct environment.
• Track record using complaints insight to drive product or process change, with confidence making difficult decisions with regulatory and customer consequences.

Culture & Benefits

• Hybrid working model.
• Senior role with real influence across Product, Risk, Credit, Legal, and Operations.
• Accountability-focused environment emphasizing sound judgement and high-quality decision-making.
• Opportunity to improve how complaints learning feeds into how Zopa is built and run.

Hiring process

• Interviews with relevant stakeholders to assess complaints leadership, regulatory knowledge, and decision-making approach.
• Discussion of experience with FOS/FCA cases and how complaints insight has driven change.