SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Lendable is a UK fintech unicorn (700+ employees) on a mission to rebuild consumer finance products—loans, credit cards, and car finance—with modern technology. The company is profitable since 2017, backed by top investors including Balderton Capital and Goldman Sachs, and highly rated by customers (4.9/5 on Trustpilot). They are expanding into the UK and US markets to disrupt legacy banking systems.
As Senior Complaints Operations Manager, you will report to the Director of Complaints, Fraud and Financial Crime and lead the strategic direction of the complaints department across multiple product lines. This is a pivotal leadership role balancing rigorous FCA regulatory compliance with fintech agility.
Key responsibilities include:
**Strategic Leadership & Team Development:** Set strategic direction and objectives for the team while maintaining quality across all service lines. Identify and develop future leaders through coaching and support. Oversee a high-performance team focused 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 optimize complaints processes to ensure scalability and excellent customer journey. Lead root cause and remediation activities to identify systemic failures and drive long-term business improvements. Interpret performance data and reporting to highlight areas for change and realize cost efficiencies. Leverage in-house technology, machine learning, and AI to automate work and enhance resolution speed.
**Governance, Risk & Compliance:** Act as primary relationship holder with the Financial Ombudsman Service (FOS) and ensure all reporting meets DISP requirements. Continuously redesign procedures to adapt to product growth while ensuring full FCA regulatory adherence. 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 identified risks are mitigated, actions are owned and delivered to plan, and drive accountability.
**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 decision-makers
- Strong written and verbal communication skills
- Track record of prioritizing and delivering in a fast-moving, high-growth environment
- Self-starter willing to dive into team details
**Preferred Qualifications:**
- Experience in motor industry or handling automotive finance complaints
- Previous experience in a unicorn or rapidly scaling fintech environment
- Fluency in modern digital tools and interest in AI-driven operational solutions
