Head of Complaints

Responsibilities

• Set the strategic direction and objectives for the Complaints Department
• Identify and develop future leaders through coaching and support
• Oversee a high-performance team with a focus on productivity and efficiency
• Manage strategic partnerships and champion the function at the Risk Committee
• Review and optimize complaints processes for scalability
• Lead Root Cause Analysis (RCA) and remediation activity to drive business improvements
• Interpret performance data to realize cost efficiencies
• Leverage technology, machine learning, and AI to enhance resolution speed
• Act as the primary relationship holder with the Financial Ombudsman Service (FOS)
• Ensure all reporting meets DISP and FCA requirements
• Proactively identify and control conduct risk to prevent customer detriment

Requirements

• Extensive leadership experience within the financial services sector
• 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 delivering in fast-moving, high-growth environments
• Hands-on approach to team management and detail-oriented work

Preferred Qualifications

• Experience in the motor industry or automotive finance complaints
• Previous experience in a rapidly scaling fintech unicorn
• Fluency in modern digital tools and interest in AI-driven solutions

About the Company

Lendable is a leading fintech unicorn on a mission to build the world's best technology to help people get credit and save money. We have rebuilt consumer finance products like loans, credit cards, and car finance from scratch, delivering money to customers in minutes.