Senior Complaints Manager (Fintech)

TL;DR

Senior Complaints Manager (Fintech): Leading the complaints management function and team to handle complex regulatory cases with an accent on FCA DISP compliance and Consumer Duty standards. Focus on leveraging complaints data to drive cross-functional product improvements and mitigating high-impact conduct risks.

Location: Hybrid role based in London, UK

Company

hirify.global is a digital bank providing innovative financial products including personal loans, auto finance, and savings accounts.

What you will do

• Lead and develop a team of complaint handlers, fostering a culture of accountability and high-quality decision-making.
• Manage end-to-end complaints processes, including escalated, sensitive, and high-risk cases.
• Ensure alignment with FCA DISP, Consumer Duty, and conduct standards.
• Collaborate with Product, Risk, Credit, and Legal teams to implement root cause fixes based on complaints data.
• Represent the complaints function in senior forums to influence policy and product decisions.
• Report on complaints outcomes, FOS trends, and key risks to senior leadership.

Requirements

• Must be based in or able to work from London, UK
• Extensive experience in complaints management within retail banking or fintech.
• Deep knowledge of FOS, FCA DISP, and consumer credit regulations.
• Proven track record of leading and developing teams in a conduct-focused environment.
• Experience influencing senior stakeholders and driving change without direct authority.
• Hands-on experience with current accounts or consumer lending products.

Nice to have

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

Culture & Benefits

• Commitment to flexible ways of working.
• Opportunity to influence high-level banking and lending product strategy.
• Collaborative environment working across multiple business functions.
• Focus on professional development and team leadership.