Senior Complaints Operations Manager

Lendable Ltd; Greater London; Hybrid; GBP 100,000 - GBP 125,000; Full time

Job summary

A leading fintech firm in Greater London is seeking a Senior Complaints Operations Manager to set strategic direction for the complaints team and lead innovations in operational processes. The role focuses on regulatory compliance while fostering a high-performance team. Ideal candidates will have significant experience in financial services, a strong understanding of FCA requirements, and excellent leadership skills. The company offers best-in-class compensation and a flexible working environment, including health insurance coverage.

Benefits

Best-in-class compensation including equity

Work from home on Mondays and Fridays

Fully stocked kitchen for office days

Private health insurance coverage

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.

Responsibilities

• Set strategic direction and objectives for the complaints team.
• Oversee operational activities ensuring quality across service lines.
• Lead innovations in complaints processes to enhance customer journeys.

Skills

Leadership

Communication Skills

Problem-solving

Regulatory Knowledge (FCA)

Job description

## About the role**Role Overview**As the Senior Complaints Operations Manager, you will hold a pivotal leadership position reporting to the Director of Complaints, Fraud and Financial Crime. You will be at the heart of our mission to make consumer finance faster, cheaper, and friendlier. By championing the benefits of learning from complaint outcomes across the business, you will lead the strategic direction of our complaints department across multiple product lines.This is more than a management role; it is a mandate to build a high-performance environment that balances rigorous FCA regulatory compliance with the innovative, technology-driven agility of a leading fintech unicorn. You will be responsible for resolving complex issues, identifying systemic root causes, and fostering a culture of continuous learning and improvement to deliver exceptional customer outcomes.**Key Responsibilities**### **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.**Preferred Qualifications*** 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.* The opportunity to scale up one of the **world’s most successful** fintech companies* **Best-in-class** compensation, including equity* You can work from home **every Monday and Friday** if you wish - on the other days we all come together IRL to be together, build and exchange ideas* Enjoy a **fully stocked kitchen** with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday* We care for our Lendies’ well-being both physically and mentally, so we offer coverage when it comes to **private health insurance*** We're an **equal opportunity employer** and are looking to make Lendable the most inclusive and open workspace in London