Senior Complaints Operations Manager at Lendable

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.

• 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.

• 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.

• 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.