Kind Consultancy is working with a leading Motor Finance firm which is currently seeking a Senior Complaints Operations Manager to join them in a full-time, permanent role with a hybrid work model requiring 2 days per week in their Manchester offices.

Reporting to the Head of Operations, the Senior Complaints Operations Manager will lead the Complaints function, overseeing end-to-end complaint handling and holding accountability for compliance, quality and performance. Key responsibilities will include:

• Managing the Complaints function including on and off-shore complaints handling teams, administration support, triage, telephony and Financial Ombudsman Service activity.
• Delivering operational performance against KPIs, SLAs, regulatory deadlines, and quality standards.
• Ensuring complaints are investigated thoroughly, fairly, and consistently.
• Ensuring compliance with FCA DISP requirements, Consumer Duty principles, Treating Customers Fairly (TCF), and all applicable regulatory obligations.
• Managing capacity planning, forecasting, and resource allocation to meet business demand.
• Driving operational efficiency while maintaining high standards of customer outcomes.
• Developing, coaching and leading operational team leaders and the complaints teams.
• Promoting a performance culture focused on accountability, quality, and customer service.
• Conducting regular performance reviews, succession planning, and talent development activities.
• Maintaining oversight of complaint handling procedures and controls.
• Supporting internal audits, compliance reviews, and regulatory inspections.
• Overseeing quality assurance frameworks and complaint outcome consistency.
• Ensuring vulnerable customers are identified and supported appropriately.
• Utilising root-cause analysis and process improvement initiatives to reduce repeat complaints.
• Escalating significant customer detriment risks appropriately.
• Building strong relationships with Compliance, Legal, Risk, Operations, Customer Services, and Executive stakeholders.
• Providing regular management information and insight
• Acting as a key contact for FOS escalations and complex complaint cases.

Our ideal candidate for the Senior Complaints Operations Manager opportunity:

• Has operational leadership experience within a regulated Motor Finance environment.
• Has Complaints Handling management experience, ideally within Motor Finance
• Possesses strong knowledge of FCA regulations, DISP rules, Consumer Duty, and complaint governance.
• Has a successful track record of managing large operational teams and complex customer escalations.
• Has a demonstrable ability to deliver operational improvements and customer outcome enhancements.
• Has strong analytical and decision-making capability and excellent stakeholder management and communication skills.
• Has experience of handling FOS escalations and regulatory interactions.
• Has a customer-focused mindset and strong ethical and conduct standards
• Is commercially aware with a collaborative leadership style

If you're interested in the Senior Complaints Operations Manager position, you have the necessary skills, knowledge and experience and you are based in or can commute to Manchester, please apply with an updated CV today.