Senior Complaints Operations Manager

to scale up one of the world's most successful fintech companies Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls Health coverage: support for your physical and mental wellbeing, including private health cover Retirement & savings: long-term financial wellbeing through retirement savings plans Employee referral programme: earn a competitive bonus when you refer successful new team members Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog !

• Strategic Leadership & Team Development Set the strategic direction and objectives for the team, ensuring quality is maintained across all service lines.
• Identify and develop future leaders through coaching and support, ensuring promotion is limited only by ability and ambition.
• Oversee a high-performance team with a relentless focus on productivity, efficiency, and consistency.
• Build and manage strategic partnerships across the business and champion the function at key meetings, including the Risk Committee.
• Operational Excellence & Innovation Continually review and optimise complaints processes to ensure they remain scalable and offer the best possible customer journey.
• Lead all aspects of Root Cause and Remediation activity resulting from complaints to identify systemic failures and drive long-term business improvements.
• Confidently interpret performance data and reporting to highlight areas for change and realise cost efficiencies.
• Leverage in-house technology, machine learning, and AI to automate heavy lifting and enhance resolution speed.
• Governance, Risk & Compliance Act as the primary relationship holder with the Financial Ombudsman Service (FOS) and ensure all reporting to the FOS or the FCA meets DISP requirements.
• Continuously redesign and re-engineer procedures to adapt to product growth and customer demand, ensuring full adherence to FCA regulations .
• Proactively identify, monitor, and control conduct risk to prevent customer detriment.
• Take full responsibility for complaints data accuracy and reporting to the regulator and white-label partners.
• Ensure any identified risks are mitigated, actions are owned and delivered to plan, and drive accountability to promote a well-controlled function.
• Required Qualifications Significant experience leading teams within the financial services sector.
• Deep, practical knowledge of FCA regulatory requirements and DISP rules.
• Proven ability to manage and influence key influencers and decision-makers.
• Strong communication skills, both written and verbal.
• A track record of prioritising and delivering in a fast-moving, high-growth environment.
• A self-starter who is willing to dive into the details of the team's work

• Experience working in the motor industry or handling automotive finance complaints is highly desirable.
• Previous experience in a "unicorn" or rapidly scaling fintech environment.
• Fluency in modern digital tools and an interest in AI-driven operational solutions.
• Life at Lendable Winning team