Senior Complaints Operations Leader (Hybrid)

Hastings Direct; Leicester; Hybrid; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working

Car allowance £5k

Private medical Insurance

Life assurance

Pension contribution matching up to 10

27 days annual leave

Job summary

Hastings Direct is seeking a Senior Complaints Operations Leader to oversee a large-scale complaints function across Retail Insurance and Claims, driving fair customer outcomes and regulatory compliance.

The role requires strategic leadership, strong governance, and a track record of improving complaint resolution cycles while partnering with cross-functional teams in a hybrid working environment.

Qualifications

• Significant operational leadership experience in complaints or customer operations.
• Experience managing senior operational leaders with large spans of control.
• Strong understanding of FCA DISP requirements and Consumer Duty.
• Proven track record of leading change and continuous improvement programmes.
• Knowledge of Retail Insurance products and claims processes.

Responsibilities

• Lead a large-scale complaints operation across Retail Insurance and Claims.
• Ensure fair customer outcomes and regulatory compliance.
• Drive operational performance and continuous improvement initiatives.
• Partner with Claims, Customer Operations, Risk and Learning & Development.
• Present performance insights to senior stakeholders and executives.

Skills

Operational leadership

FCA knowledge

Regulatory compliance

Change management

Stakeholder management

Tools

MI dashboards

Job description

Hastings Direct is seeking a Senior Complaints Operations Leader to oversee a large-scale complaints function across Retail Insurance and Claims, driving fair customer outcomes and regulatory compliance.

The role requires strategic leadership, strong governance, and a track record of improving complaint resolution cycles while partnering with cross-functional teams in a hybrid working environment.