Complaints Manager & Quality Lead

Zopa; London (KY); On-site; USD 57,000 - 81,000; Full time

Job summary

Zopa is redefining approachable banking with a focus on customer-centric service excellence. We are seeking a Complaints Manager to lead the day-to-day complaints function and DSAR activity, reporting to the Head of Complaints.

You will manage a team, ensure regulatory compliance, and drive improvements across the business. The role requires strong people leadership, a deep understanding of regulatory requirements, and a passion for delivering quality customer outcomes in a fast-paced

Qualifications

• Experience leading a complaints function or DSAR operations.
• Strong understanding of regulatory requirements and quality standards.
• Proven ability to manage and develop a high-performing team.

Responsibilities

• Lead the day-to-day delivery of Zopa's complaints function and DSAR activity.
• Oversee Complaints Team Leaders and the wider complaint-handling operation.
• Ensure performance, quality, regulatory compliance and team development.
• Drive meaningful improvements across Zopa from insights learned in complaints.

Skills

Regulatory compliance

People management

Stakeholder communication

Process improvement

Job description

Zopa is redefining approachable banking with a focus on customer-centric service excellence. We are seeking a Complaints Manager to lead the day-to-day complaints function and DSAR activity, reporting to the Head of Complaints.

You will manage a team, ensure regulatory compliance, and drive improvements across the business. The role requires strong people leadership, a deep understanding of regulatory requirements, and a passion for delivering quality customer outcomes in a fast-paced