Hybrid Senior Complaints Operations Manager

at Lendable

• Job title: Senior Complaints Operations Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• Senior Complaints Operations Manager leading strategic direction for complaints department at Lendable. Overseeing a high-performance team while ensuring regulatory compliance and operational excellence in fintech.

Responsibilities

• 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.
• 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.
• 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.

Requirements

• 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.

Benefits

• Best-in-class compensation, including equity.
• You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London 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.