Complaints Manager (Fintech)

TL;DR

Complaints Manager (Fintech): Leading operational delivery across the complaints function with an accent on regulatory compliance and team development. Focus on managing high-impact escalations, driving systemic improvements through root-cause analysis, and integrating AI into complaint handling.

Location: Hybrid (London), requiring office attendance 2-3 days a week

Company

hirify.global is a digital bank providing financial services with a strong focus on AI integration and inclusive culture.

What you will do

• Lead operational delivery of the complaints function, balancing volume, quality, risk, and team morale.
• Manage, coach, and develop Complaints Team Leaders, setting clear performance expectations.
• Act as the final escalation point for complex, sensitive, or high-impact customer complaints.
• Ensure all processes remain audit-ready and compliant with FCA DISP, Consumer Duty, GDPR, and FOS expectations.
• Partner with Product, Risk, Compliance, and Legal teams to identify and resolve recurring systemic issues.
• Identify and implement responsible AI usage for complaint triage and quality assurance.

Requirements

• Experience managing complaints teams, preferably within fintech, banking, or financial services.
• Deep knowledge of FCA DISP, Consumer Duty, and consumer credit regulation.
• Proven track record of using complaint data and root-cause analysis to drive process improvements.
• Experience personally handling complex or escalated complaints.
• Must be based in or able to work from the London office 2-3 days a week.
• Strong people leadership, coaching, and stakeholder management skills.

Nice to have

• Experience implementing AI or automation within complaints handling.
• Experience building or recruiting a complaints team from the ground up.
• Background working within a scaling fintech or digital bank.

Culture & Benefits

• Flexible working model emphasizing face-to-face collaboration and work-life balance.
• Option to work from abroad for up to 120 days per year (subject to right to work).
• Diverse and inclusive environment with nearly 50 nationalities.
• Commitment to AI fluency, encouraging the use of AI tools in daily professional tasks.