Head of Complaints & Quality (Fintech)

TL;DR

Head of Complaints & Quality (Fintech): Leading the end-to-end complaints and quality agenda across Customer & Adviser Services with an accent on regulatory compliance, root cause analysis, and operational efficiency. Focus on driving measurable improvements in customer outcomes, reducing failure demand, and shaping capability frameworks within a complex, multi-site financial services environment.

Location: Must be based in or able to work from Stirling, UK (Hybrid working arrangements available).

Company

hirify.global is a leading international savings and investment business with over 175 years of heritage, combining asset management and insurance expertise to provide long-term financial solutions.

What you will do

• Own end-to-end complaints performance, ensuring delivery against FCA and Financial Ombudsman Service expectations.
• Lead root cause analysis (RCA) to identify systemic drivers of failure demand and implement prioritized resolutions.
• Develop and evolve the quality framework to ensure consistent, outcome-focused assurance across operations.
• Design and deliver capability and training frameworks driven by customer insight and quality outcomes.
• Provide governance and oversight for complaints and quality standards across outsourced third-party partners.
• Act as a trusted advisor to senior leadership, providing insight-led reporting on customer risk and performance.

Requirements

• Must have significant experience in financial services within a conduct-regulated environment.
• Proven track record in managing complaints performance and regulatory outcomes at scale.
• Strong background in quality assurance, insight, or continuous improvement methodologies.
• Experience building and managing training or capability frameworks for large-scale operations.
• Ability to influence senior stakeholders and drive change across complex, multi-site environments.
• Deep understanding of FCA and FOS regulatory expectations.

Culture & Benefits

• Competitive pension scheme with up to 18% total contributions.
• 38 days annual leave (including bank holidays) with the option to purchase additional days.
• Comprehensive health and protection cover, including private healthcare and life assurance.
• Market-leading family support policies, including paid parental leave.
• Flexible working arrangements and workplace adjustments to support individual needs.
• Inclusive culture with active employee-led networks and a commitment to diversity.