Senior Complaints Operations Manager

About This Opportunity

We are representing a confidential fintech organization seeking a Senior Complaints Operations Manager to join their London team. This is a pivotal leadership role reporting to the Director of Complaints, Fraud and Financial Crime. You will lead the strategic direction of the complaints department across multiple product lines, balancing rigorous regulatory compliance with innovative, technology-driven solutions.

Our client is a rapidly scaling organization in the consumer finance space, and this role offers the opportunity to drive material impact from day one while working with exceptional teams who are relentlessly focused on solving complex problems.

Responsibilities

• Set strategic direction and objectives for the complaints team, ensuring quality is maintained across all service lines
• Oversee a high-performance team with a relentless focus on productivity, efficiency, and consistency
• Identify and develop future leaders through coaching and support
• Build and manage strategic partnerships across the business and champion the function at key meetings, including the Risk Committee
• Continually review and optimize 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 improvements
• Interpret performance data and reporting to highlight areas for change and realize cost efficiencies
• Leverage technology, machine learning, and AI to automate processes and enhance resolution speed
• Act as the primary relationship holder with the Financial Ombudsman Service (FOS) and ensure all reporting meets DISP requirements
• Continuously redesign 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 partners
• Ensure identified risks are mitigated and actions are owned and delivered to plan

What We're Looking For

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 stakeholders and decision-makers
• Strong communication skills, both written and verbal
• Track record of prioritizing and delivering in a fast-moving, high-growth environment
• 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 rapidly scaling fintech environment
• Fluency in modern digital tools and an interest in AI-driven operational solutions

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will screen your application and arrange an initial conversation to understand your background and career goals. If there's a strong mutual fit, we will submit your profile to our client for consideration. Please do not contact the client directly—all communication regarding this opportunity should go through Get A Job.ai to ensure a smooth and professional process.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices and encourages applications from candidates of all backgrounds.