AI-Enabled Complaints & Compliance Leader

Jobtailor; Greater London; On-site; GBP 120,000 - 180,000; Full time

Job summary

Zopa seeks a senior leader to own and transform the end-to-end complaints operation across its multi-product digital bank. You will set standards for customer outcomes, quality, and regulatory control while guiding a high-performing team through a significant change journey.

Utilising data, forecasting and capacity planning, you will improve performance, scale operations and ensure sound judgment on complex, high-impact cases.

Qualifications

• Proven leadership of complaints function within financial services.
• Confident application of FCA DISP, Consumer Duty and Financial Ombudsman Service in live operations.
• Ability to manage multiple complaint products and competing priorities.
• Ability to make customer-centered decisions involving conduct risk or customer detriment.
• Use operational data and insight to improve performance and prevent issues.
• Experience building controls, quality frameworks and regulatory reporting.

Responsibilities

• Own end-to-end complaints operation across multiple products.
• Set standards for customer outcomes, quality, and regulatory control.
• Lead the team through change, building engagement and capability.
• Shape safe use of AI and automation in information gathering, triage, QA, and insights.
• Use data, forecasting and capacity planning to scale performance.
• Support sound judgement on high-impact cases and risk.
• Represent the function in senior forums and with regulators.
• Develop a high-performing leadership team with clear expectations.
• Balance innovation with rigour for fair customer outcomes.
• Set direction for the complaints function and build trusted relationships across Zopa.
• Collaborate with Product, Operations, Risk, Legal and Compliance to turn learnings into improvements.

Skills

Complaints leadership

Regulatory compliance

Stakeholder influence

Change management

AI-enabled transformation

Tools

AI Automation

Digital Banking Platforms

Job description

Zopa seeks a senior leader to own and transform the end-to-end complaints operation across its multi-product digital bank. You will set standards for customer outcomes, quality, and regulatory control while guiding a high-performing team through a significant change journey.

Utilising data, forecasting and capacity planning, you will improve performance, scale operations and ensure sound judgment on complex, high-impact cases.