Senior Complaints Operations Manager

Senior Complaints Operations Manager ABOUT MARSHMALLOW We exist to make migration easy. A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way. A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change. If life at Marshmallow sounds like it could be for you, explore our Culture Handbook https://drive.google.com/file/d/1tFtKFC_dB01zOSATg_o0xUGGWEVNpmqT/view?usp=sharing to find out more. Move our mission, and your career, forward. COMPLAINTS AT MARSHMALLOW Our Complaints team plays a critical role in helping Marshmallow deliver fair, effective and well-governed customer outcomes. When something has gone wrong, this team is responsible for investigating issues thoroughly, resolving complaints in line with regulatory expectations, and using what we learn to improve how the wider business operates. Complaints is one of the clearest signals of where customer experience, operational performance and product design intersect. We’re looking for someone who can lead this function with a strong operational mindset, bring clarity in a regulated environment, and work across the business to reduce complaint volumes and improve outcomes over time. WHAT YOU'LL BE DOING - 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 WHO YOU ARE - You’re confident and credible working with senior stakeholders, and can challenge constructively when customer outcomes or process design need to improve - You combine sharp operational thinking with sound judgement, and are comfortable balancing customer needs with commercial realities in a pragmatic way - You’re hands-on and curious, willing to get into the detail of a function while still keeping sight of the bigger picture - You bring energy for change, and can help teams adapt to new tools, new expectations and more efficient ways of working WHAT YOU'LL BRING - 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 PERKS OF THE JOB - Flexible working: Spend two days a week with your team in our collaborative London office, and own your own workin ... (truncated, view full listing at source)