Lendable
fintech
HeadofComplaints
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“Head of Complaints at Lendable. Skills: strategic direction, team development, operational excellence, governance, risk, compliance. 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”
What You'll Achieve.
deliver exceptional customer outcomes; ensure quality is maintained across all service lines; drive long-term business improvements; realise cost efficiencies; enhance resolution speed; prevent customer detriment; promote a well-controlled function
Industry & Context.
resolving complex issues; identifying systemic root causes
What They're Looking For.
Must Have
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, 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
Nice to Have
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
What You'll Do.
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
Oversee a high-performance team with a relentless focus on productivity
Build and manage strategic partnerships across the business and champion the function at key meetings
including the Risk Committee
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
and AI to automate heavy lifting and enhance resolution speed
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
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
How You'll Work.
Team & Collaboration
Build and manage strategic partnerships across the business; champion the function at key meetings, including the Risk Committee
Communication Scope
communication skills, both written and verbal
Process & Methodology
prioritising and delivering in a fast-moving, high-growth environment
Full Job Description
ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: - One of the UK’s newest unicorns with a team of just over 700 people - Among the fastest-growing tech companies in the UK - Profitable since 2017 - Backed by top investors including Balderton Capital and Goldman Sachs - Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot https://uk.trustpilot.com/review/lendable.co.uk) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting Role Overview As the Head of Complaints, you will hold a pivotal leadership position reporting to the Director of Complaints, Fraud and Financial Crime. You will be at the heart of our mission to make consumer finance faster, cheaper, and friendlier. By championing the benefits of learning from complaint outcomes across the business, you will lead the strategic direction of our complaints department across multiple product lines. This is more than a management role; it is a mandate to build a high-performance environment that balances rigorous FCA regulatory complian
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