Complaints Manager
Core
Lead the day-to-day delivery of Zopa's complaints function and DSAR activity, ensuring regulatory compliance and driving operational improvements.
Role type
Senior Complaints Manager (Fintech/Banking)
Builds
Complaint handling operations and DSAR processes for a peer-to-peer lending and digital bank
Domain
Fintech / Consumer Lending / Banking
Deliverable
client delivery
Required skills
Complaints team management, FCA DISP regulation, Consumer Duty, GDPR, FOS process, root-cause analysis, stakeholder partnership, AI integration in complaints
Preferred skills
AI/automation in complaints, team building/recruiting, scaling fintech experience
Technologies
AI, automation tools
Responsibilities
Lead operational delivery balancing volume, quality, risk and team morale; Manage, coach and develop Complaints Team Leaders; Act as escalation point for complex complaints; Make fair, evidence-based decisions consistent with regulations; Ensure complaint controls remain audit-ready; Use data to identify systemic issues; Partner with Product, Risk, Compliance, Legal, Credit and Operations; Identify opportunities to use AI responsibly; Communicate trends and risks to senior stakeholders
Seniority
Senior, hands-on IC with team leadership