Senior Complaints Operations Manager

Role Overview

Strategic Leadership and Team Development

• Set the team's strategic direction and objectives across service lines.
• Develop future leaders through coaching and support.
• Oversee a high-performance team focused on productivity, efficiency, and consistency.
• Build strategic partnerships and represent the function at key meetings, including the Risk Committee.

Operational Excellence and Innovation

• Optimise complaints processes to improve scalability and the customer journey.
• Lead root-cause analysis and remediation for systemic failures.
• Use performance data to identify change opportunities and cost efficiencies.
• Leverage technology, machine learning, and AI to improve resolution speed.

Governance, Risk, and Compliance

• Own the relationship with the Financial Ombudsman Service.
• Ensure FOS and FCA reporting meets DISP requirements.
• Adapt procedures to product growth and customer demand while maintaining FCA compliance.
• Identify, monitor, and control conduct risk.
• Own complaints data accuracy and reporting to regulators and white-label partners.
• Ensure risks are mitigated, actions are delivered to plan, and accountability is maintained.

Required Qualifications

• Significant financial services team leadership experience.
• Deep practical knowledge of FCA regulations and DISP rules.
• Ability to manage and influence key decision-makers.
• Strong written and verbal communication skills.
• Track record of delivery in a fast-moving, high-growth environment.
• Self-starter willing to engage with detailed operational work.

Preferred Qualifications

• Motor industry or automotive finance complaints experience is highly desirable.
• Experience in a rapidly scaling fintech or unicorn environment is preferred.
• Fluency in modern digital tools and interest in AI-driven operational solutions are preferred.

Working Arrangements

• The source metadata identifies this role as remote in the United Kingdom.
• Lendable describes flexible arrangements, with three office days weekly for roles designated as hybrid.

Benefits and Culture

• Benefits may include health coverage, retirement and savings plans, referral incentives, office meals, and sustainable commuting schemes.
• Benefit availability varies by location and role.