Senior Complaints Operations Manager
Marshmallow
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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Job Level
About the role
- Lead the end-to-end complaints operation, overseeing complaint handling across investigation and FOS-related workstreams through your team leaders and wider function
- Drive operational performance across the department, improving efficiency, quality and consistency while maintaining strong regulatory standards
- Use complaints insight to influence the wider business, partnering with product, operations and other stakeholders to address root causes and reduce complaints at source
- Shape and improve complaints processes and procedures, balancing customer, commercial and regulatory considerations in how the function operates
- Play a leading role in complaints transformation, including the implementation of AI tooling and new ways of working to automate and streamline processes
- Support and develop your teams, building engagement, accountability and strong delivery in a function going through change
Requirements
- Experience leading regulated complaints operations, with strong subject matter expertise in complaints management and oversight of end-to-end complaint processes
- People leadership experience, including managing managers and leading multi-layer operational teams through performance, change and development
- A track record of delivering in high-scrutiny environments, including working with compliance, governance, audit or similar regulatory oversight
- Experience using data and insight to drive root-cause reduction, influence cross-functional stakeholders and improve customer outcomes at a business-wide level
- Background in insurance, fintech or a similarly fast-paced regulated environment, with the ability to operate effectively alongside product, engineering and analytics teams
Benefits
- Flexible working: Spend two days a week with your team in our collaborative London office, and own your own working hours. The rest is up to you 🏠
- Competitive bonus scheme - designed to reward and recognise high performance 🌟
- Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things *you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes 💰
- Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚
- Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
- Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥
- Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
- Tech scheme - Get the latest tech for less 🖥
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
complaints managementcomplaint processesdata analysisroot-cause analysisAI toolingprocess automationoperational performanceregulatory compliancegovernanceaudit oversight
Soft Skills
people leadershipteam managementchange managementstakeholder engagementaccountabilitycustomer focusoperational efficiencycommunicationcollaborationproblem-solving