Supporting the implementation of revenue strategy as a working student in Sales Operations. Collaborating closely with Marketing and Sales teams in an international B2B environment.
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.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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