Lead a high-performing department of 40 people for a leading UK fintech unicorn. You will drive the strategic direction of complaints operations across multiple product lines, utilizing data-driven root cause analysis to improve business outcomes. This role focuses on operational excellence, leadership development, and scaling processes within a fast-paced, regulated environment.
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Senior Complaints Operations Manager at Lendable
We are looking for an operational heavyweight to lead a 40-person complaints department, turning feedback into a powerful engine for business improvement. This isn't just about regulation; it's about using AI, data science, and high-performance management to redefine consumer finance for millions of users. If you have experience scaling operations in a fast-paced, regulated environment and want to influence the trajectory of a global fintech leader, this is your next career-defining move.
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Location
London, United Kingdom
Compensation
£75k
Company
Lendable
Role overview
Finance500-1000 employeesLondon, United KingdomGrowth (VC-backed)
Lendable is a leading London-based fintech on a mission to help people access credit and save money using cutting-edge technology.
Founded in 2014, we use AI and data science to make loans simple, fast, and fair - offering instant decisions and transparent terms.
With a focus on simplicity, responsibility, and innovation, we help thousands of UK customers get affordable credit, supported by a dedicated and diverse team.
Backed by Ontario Teachers’ Pension Plan (Teachers’ Innovation Platform), Balderton Capital, FMO, Waterfall Asset Management, Goldman Sachs Growth.
What you will do
- Lead and scale a department of 40+ staff, managing managers and team leaders to ensure productivity and consistent quality across all service lines.
- Conduct deep-dive Root Cause Analysis (RCA) to identify systemic failures and drive long-term business improvements and remediation activity.
- Manage the strategic relationship with the Financial Ombudsman Service (FOS) and ensure all reporting meets rigorous FCA and DISP regulatory requirements.
Who this is a fit for
- Proven operational leadership experience managing teams of 10+ people within a regulated financial services or insurance environment.
- Strong analytical mindset with the ability to interpret complex performance data to realize cost efficiencies and process optimizations.
- Energetic leader who thrives in high-growth "unicorn" settings and is comfortable influencing senior stakeholders through periods of rapid change.
Why this role is remarkable
- Join a UK fintech leader valued at over £3.5B that is actively expanding into new product lines and markets.
- Move beyond specialist complaint handling into a high-impact operational leadership role with a seat at key governance and Risk Committee meetings.
- Work in an environment that prioritizes technology, using AI and machine learning to automate operations and drive efficiency.
How Jack & Jill work together
I get to know what you’re great at, then find roles you’d never find yourself.Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
I recruit from Jack’s network and make the intro when I spot a great match.And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
Jack gets to know what you're great at and what you want next, then searches 15 million jobs daily and helps you discover roles at companies like this.
Meet Jack
What happens next?
Jack’s an AI agent for job searching and career coaching. He works for you.
Jill is the AI recruiter working for the company. She recruits from Jack’s network.
If your profile’s a match and Lendable wants to meet, Jill will make the intro. In the meantime, Jack will send you excellent alternatives.