Senior Complaints Operations Leader

• Lead a large-scale complaints operation across Retail Insurance and Claims.
• Deliver fair customer outcomes and meet regulatory requirements.
• Drive operational performance and create a culture of continuous improvement.
• Shape complaint strategies and influence broader business improvements.
• Work with Claims, Customer Operations, Risk, Compliance, and Learning & Development to reduce complaint demand and improve customer experience.
• Lead and develop Operational Leaders responsible for complaint-handling operations.
• Ensure effective resource planning and operational capacity management.
• Deliver complaint volume, productivity, quality, and customer outcome targets.
• Drive improvements in complaint resolution, reduce complaint cycle times, and increase first-touch resolution.
• Maintain governance and controls and act as escalation point for complex, high-risk, and high-profile complaints.
• Provide senior operational leadership across Retail Insurance and Claims complaints.
• Identify root causes and partner with Claims and Operational teams to address recurring customer pain points.
• Own operational KPIs, present performance insights and recommendations to senior stakeholders and executive audiences.
• Lead automation, digitisation, simplification, transformation, and new complaint-handling capability initiatives.
• Build partnerships, represent complaints in governance forums and strategic initiatives, and support executive reporting and regulatory engagement.

Requirements

• Significant operational leadership experience within complaints, customer operations, claims operations, or conduct-focused environments
• Strong understanding of customer journeys
• Proven experience managing senior operational leaders with large spans of control
• Experience leading operational teams through multiple management layers
• Exceptional coaching capability
• Strong understanding of FCA complaint-handling requirements and Consumer Duty
• Track record of leading change, transformation, and continuous improvement programmes
• Experience using MI, data, and insight to drive decision-making
• Strong understanding of Retail Insurance products
• Claims knowledge across one or more insurance lines
• Must be able to work in Leicester or Bexhill under a hybrid working arrangement
• Sponsorship is not offered for this role
• Subject to thorough referencing, including credit and criminal record checks

Core Competencies

Demonstrates extensive operational leadership in complaints and customer operations, with a strong focus on driving continuous improvement and delivering fair customer outcomes while adhering to regulatory requirements. Proven ability to manage senior operational leaders and utilize data insights for decision-making in a Retail Insurance context.

Highest-signal resume keywords

• Operational Leadership Experience
• FCA Complaint-Handling Requirements
• Change Management
• Data-Driven Decision-Making
• Customer Journey Understanding

ATS Optimization Keywords Hard Skills

• Complaint Resolution
• Operational Performance Management
• KPI Ownership
• Root Cause Analysis
• Continuous Improvement Programmes
• Automation Initiatives
• Transformation Leadership
• Claims Knowledge
• Resource Planning
• Governance and Controls

Soft Skills

• Coaching Capability
• Influencing Skills
• Partnership Building
• Communication Skills
• Leadership Development

Industry Keywords

• Retail Insurance
• Customer Operations
• Claims Operations
• Consumer Duty
• Regulatory Engagement