lendable - Senior Complaints Operations Manager
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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. • Previous experience in a "unicorn" or rapidly scaling fintech environment. • Fluency in modern digital tools and an interest in AI-driven operational solutions. • LIFE AT LENDABLE
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.
Benefits
• What is your notice period? • Yes but I may require flexibility • Yes - Lendable loan • Yes - Zable credit card • Yes - Autolend loan • Recruiting Privacy Policy • Lendable may use Artificial Intelligence with this application. Learn more.
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