Client Disputes Team Lead (Fintech)

Location: Hybrid in Kraków, Poland

Salary: starting from 15 000 PLN

Company

hirify.global is a FTSE 100 global fintech operating across 18 countries, specializing in leveraged and non-leveraged trading and investment products.

What you will do

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

Requirements

• Proven experience leading complaints or disputes teams within regulated financial services.
• Deep working knowledge of DISP and its application in a retail financial services environment.
• Strong understanding of Consumer Duty, specifically regarding documentation gaps and vulnerable clients.
• Experience managing teams and setting quality standards in a regulated environment.
• Strong data literacy to shape meaningful disputes reporting.
• Background in retail investment, trading platforms, or leveraged products strongly preferred.

Nice to have

• Working knowledge of FOS processes and overturn criteria.

Culture & Benefits

• Opportunity to build a new team from the ground up with real operational influence.
• Exposure to AI-enabled and digital-first servicing models.
• Collaborative, high-performance culture with genuine development opportunities.
• Competitive salary and benefits package.