Head of Complaints

Wakam

🧰 WHO WE ARE Wakam is a B2B2C insurance company that creates white-label insurance solutions via its Play&Plug® technology platform for more than 80 partners. We provide most of our insurance products through APIs and host white-label insurance solutions via our Play&Plug technology platform. With a footprint spanning 32 countries, Wakam is the European leader in digital and embedded insurance. Strongly committed to social responsibility, Wakam is a mission-driven company dedicated to enabling transparent and impactful insurance. ---------------------------------------------------------------------------------------------------------------------------------- 🚀 ABOUT THE TEAM You will join Wakam’s UK Claims team, working closely with internal stakeholders and external partners including MGAs, TPAs, legal providers, and other suppliers. The team plays a key role in ensuring smooth day-to-day claims operations, high-quality partner administration, efficient complaint handling, and reliable support for the wider Claims, Underwriting, Risk & Compliance functions in the UK. ---------------------------------------------------------------------------------------------------------------------------------- 🎯 YOUR MISSION As a Claims Administrator, your mission is to support the operational effectiveness of Wakam’s UK claims activities by ensuring high-quality administration, smooth coordination with partners, and reliable handling of claims- and complaints-related processes. You will act as an important point of contact across the UK ecosystem, helping to keep operations efficient, compliant, and well-organised in a fast-paced environment. ---------------------------------------------------------------------------------------------------------------------------------- ✏️ YOUR RESPONSIBILITIES PARTNER & OPERATIONAL ADMINISTRATION You will support the operational administration of Wakam’s UK partners, including MGAs, TPAs, legal providers, and other suppliers. You will help maintain smooth day-to-day interactions, provide administrative support across the UK team, and contribute to the effective running of claims-related processes. CLAIMS & COMPLAINTS ADMINISTRATION You will manage the claims and complaints inboxes, handle administrative tasks linked to complaints, and ensure escalations are forwarded promptly to the appropriate stakeholders. You will also support run-off account activities, including confirming policy details, issuing NCB certificates, and validating NCB information for third parties. DATA, REPORTING & TEAM SUPPORT You will prepare data and reports for internal and external meetings and support the Claims, Underwriting, Risk & Compliance teams with day-to-day administrative tasks. You will also contribute to cross-functional projects and provide support to the wider UK team whenever needed. OFFICE & PAYMENT ADMINISTRATION You will be responsible for maintaining the ELTO database, managing incoming office post and redirecting it to the appropriate partners, inputting invoices into payment systems, and handling call forwarding from Regus with the necessary follow-up by phone or email. EXTERNAL PARTNER SUPPORT You will provide practical support and guidance to external partners, helping ensure efficient communication and resolution of operational matters. ---------------------------------------------------------------------------------------------------------------------------------- 🧠 WHAT YOU BRING You will bring a strong administrative foundation and a genuine interest in insurance operations. Ideally, you have: * Experience in UK claims processes and procedures * Experience within an insurance company, TPA, or another fast-paced insurance-related environment * Demonstrated experience in claims administration, insurance administration, or a similarly dynamic administrative role * Good command of standard computer tools, with some exposure to or interest in AI-enabled tools * An understanding of, or willingness to learn about, insurance regulation and compliance standards * Excellent communication and organisational skills * A strong problem-solving mindset, with the ability to identify issues and contribute to practical solutions ---------------------------------------------------------------------------------------------------------------------------------- ✨ WHO YOU ARE You will thrive in this role if you are: * Full of positive energy, agile, and a strong team player * Solution-oriented, with the confidence to challenge when needed * Curious, capable, and eager to learn * Comfortable working collaboratively in an international and diverse organisation * Self-aware and open to feedback, with a desire to keep developing * Resilient, proactive, and able to work with drive and ownership * Structured yet flexible, with sound judgement and the ability to prioritise under pressure * Committed to the highest ethical standards in all interactions and decisions * Accountable, with a strong sense of ownership and responsibility * Able to balance operational efficiency, risk awareness, and business needs in a thoughtful way * Able to come to our London office 2-3 days a week. ---------------------------------------------------------------------------------------------------------------------------------- ✨ 🤖 AI & DIGITAL MINDSET At Wakam, we believe technology helps us work smarter and deliver better service. In this role, you will be encouraged to use digital tools and modern ways of working to improve efficiency, organisation, and responsiveness. You do not need to be an AI expert, but you should be comfortable with digital tools and interested in how automation and AI can support administrative tasks, reporting, communication, and process improvement. ---------------------------------------------------------------------------------------------------------------------------------- 🌟 WHY JOIN WAKAM? Joining Wakam as a Claims Administrator means: * Being part of a leading European insurtech in a fast-evolving market * Working in a highly collaborative environment with both internal teams and external partners * Gaining strong exposure to claims operations, complaints handling, partner administration, and insurance governance * Contributing to a business that combines operational excellence, innovation, and regulatory discipline * Growing in a company that values ownership, learning, and impact ---------------------------------------------------------------------------------------------------------------------------------- 🏆 HIRING PROCESS Our hiring process is designed to be selective, transparent, and respectful of your time: 1. Interview with our Talent Acquisition Expert 2. Technical and Team Fit Interview with our Advance Claims Technicien  3. Manager interview with our Chief Claims Officer UK 4. HR Interview with our UK Head of People and our Chief Claims Officer UK, in our London office => Welcome @Wakam 🙌 AI-Assisted Interview Process Policy | Notion More About Us  Check out our website to learn about the 11 cultural markers that make Wakam truly special! If you're adventurous, impact-driven, and ready to shape the future of insurance, we'd love to meet you!   💫 What Makes Us Unique:  • True remote work flexibility with our Wakam From Anywhere (WFA) program - yes, we even have a teammate working from a sailboat! ⛵ • Flat hierarchical system promoting direct impact and autonomy 🚀 • Monthly Free.day: dedicated time for personal growth and skills development 📚 • Lunch voucher with Swile card • A meaningful company: we became a Mission-driven company in March 2021 • Work alongside passionate experts:  who will share their knowledge and help you develop and grow in your career.    At Wakam, our "Free to Impact" culture is built on four essential pillars that shape everything we do :   🗣️ Communication & Knowledge Management • Foster transparent collaboration across our flat organizational structure • Share knowledge freely in our highly collaborative environment • Contribute to our collective intelligence through open dialogue   🔍 Curiosity • Embrace our monthly Free.day for learning and skills sponsorship • Think big and challenge conventional insurance norms • Stay eager to learn and explore new possibilities   🔄 Continuous Improvement • Take initiative to transform the insurance industry • Turn challenges into opportunities for innovation • Constantly evolve our ways of working   🎯 Outcome Oriented • Focus on impact rather than hierarchy • Drive results through clear objectives and autonomy • Transform bold ideas into concrete solutions   At Wakam, we are committed to fostering an inclusive environment where diversity is celebrated. If you require any reasonable adjustments during the recruitment process, please feel free to reach out to your recruiter.

Lendable

ABOUT LENDABLE Lendable is on a mission to build the world's best technology to help people get credit and save money. We're building one of the world’s leading fintech companies and are off to a strong start: * One of the UK’s newest unicorns with a team of just over 700 people * Among the fastest-growing tech companies in the UK * Profitable since 2017 * Backed by top investors including Balderton Capital and Goldman Sachs * Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. JOIN US IF YOU WANT TO 1. Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 2. Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo 3. Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting ABOUT THE ROLE At Lendable, we're on a mission to brighten the financial futures of millions of Americans. Since launching our U.S. Credit Card in May 2024, we’ve been reshaping consumer credit by blending exceptional talent with cutting-edge technology. We’re looking for confident, motivated, and persuasive communicators who thrive on helping customers achieve financial stability. As part of this exciting new chapter, you’ll play a key role in defining and managing critical operational processes from start to finish, making a real impact every day Working Hours: Rotating weekly shifts to align with US operating hours: * Shift 1: 12:00 PM–9:00 PM UK time (Monday–Friday). WFH Monday & Friday, Tuesday - Thursday in office. * Shift 2: 4:00 PM–1:00 AM UK time (Monday–Friday). - Fully remote. Training: Training will be 4-6 weeks long and held in our London office. The training times will be 10 am - 7 pm Monday - Friday UK time. Holidays: You will receive 25 days annual leave plus 8 days (US holidays + Christmas day guaranteed). YOUR PROFILE * At least 2 years in any industry in a customer-facing role, with a track record of connecting with and helping others. * You’re curious, quick to assess situations, and skilled at finding effective solutions. * Excellent written and verbal communication skills, active listening and rapport-building abilities. * You handle conflict gracefully, recover quickly from challenging interactions, and maintain composure. * Comfortable with technology and quick to learn new software. * Open to feedback, eager to improve, and adaptable to change in a fast-paced environment. * Enjoy solving problems independently, multitasking, and improving processes. * Spanish Speaking, desirable but not essential. WHAT YOU'LL BE DOING * Interacting directly with customers via phone, email, and chat to answer questions and resolve issues with care and efficiency (and to the highest standard). * Ensuring every interaction reflects our commitment to putting customers first and that customer demand is met when it comes to query resolution. * Coordinating across internal teams and external partners to drive the success of the US Cards program. * Interact directly with customers via voice/non-voice as part of your role to ensure customer demand is met and customers achieve first-contact resolution on their query/need. * Escalating risks or potential risks that may negatively impact good customer outcomes. * Identifying and recording customer dissatisfaction against Lendables processes and responding appropriately to achieve complaint resolution, where complaint resolution is not possible following complaint escalation procedures. * Meeting defined individual and team performance targets to ensure delivery of key business and department objectives. NICE TO HAVES * Previous experience in financial services or consumer lending environments. * Familiarity with US-based work environments and customer expectations. INTERVIEW PROCESS * An intro call with a member of the Talent Team * Role-specific interview - Onsite * Final stage interview with the head of department Salary Range: £30K–£39K (includes an allowance for unsociable hours). LIFE AT LENDABLE * Winning team: the opportunity to scale up one of the world’s most successful fintech companies * Flexible working: flexible approach tailored to each role. Hybrid roles require three days in-office weekly; fully remote roles include regular opportunities for in-person connection through socials and off-sites * Socials & connection: opportunities and events to come together, socialise, and get to know each other beyond the office walls * Health coverage: support for your physical and mental wellbeing, including private health cover * Retirement & savings: long-term financial wellbeing through retirement savings plans * Employee referral programme: earn a competitive bonus when you refer successful new team members * Office meals & snacks: enjoy a fully stocked kitchen, plus complimentary lunches prepared by in-house chefs on in-office days at select locations * Sustainable commuting: cycle-to-work and electric vehicle salary sacrifice schemes available in select locations Please note: The availability and details of specific benefits vary by location and role. For more information, please speak to your Talent Partner. Check out our blog!

IFRS Foundation

Location: London Status: permanent Reports to: Deputy Chief Financial Officer Job purpose:  The Head of Financial Control is responsible for leading the Foundation’s end to end Statutory Reporting, Management Reporting, and Financial Control activities across all operating countries and at the consolidated group level. This role will oversee the month end close, yearly audit processes, and ensure all statutory, regulatory, and internal reporting requirements are delivered accurately and on schedule. The role manages a team of accountants and financial controllers across multiple geographies, ensuring that financial controls are robust, reporting is consistent and compliant, and that the Group’s financial position is clearly and reliably communicated. A core priority is to optimise, standardise, and automate financial control processes to strengthen governance, enhance accuracy, and support timely delivery. The role will also define and monitor SLAs to ensure a consistent, high quality service across the Foundation. Principal accountabilities: Leadership & Governance * Lead and develop the Financial Control teams across all countries, fostering a culture of accountability, technical excellence, and continual improvement. * Provide strategic leadership for the Group’s financial control framework, ensuring alignment with organisational objectives and regulatory requirements. * Act as the primary contact for external auditors, regulatory bodies, and internal stakeholders on all matters relating to financial control and statutory reporting. Statutory Reporting * Oversee the preparation and submission of all statutory accounts for the Foundation across all jurisdictions. * Manage group level consolidation and the production of consolidated financial statements in accordance with applicable accounting standards. * Ensure all statutory filings are completed accurately, in full, and in line with regulatory deadlines. Management Reporting * Own the month end close process, ensuring a controlled, timely, and accurate close across all business units and geographies. * Produce high quality monthly and quarterly management reporting packs, ensuring financial performance is presented clearly, accurately, and with appropriate insight. Drive consistency in reporting standards, templates, and methodologies across all countries. Audit & Compliance * Lead the annual external audit process, ensuring timely preparation of audit schedules, coordination with auditors, and resolution of queries. * Maintain a strong internal control environment, ensuring policies, procedures, and reconciliations are adhered to across all jurisdictions. * Ensure compliance with all relevant accounting, legal, regulatory, and internal governance requirements. Process Optimisation & Automation * Identify, design, and deliver process improvements to enhance control, reduce risk, and improve reporting accuracy and speed. * Drive automation and system optimisation across financial control processes, collaborating closely with technology and systems teams. * Standardise workflows, documentation, and control processes across countries to ensure consistency and operational efficiency. Stakeholder Management * Work closely with Finance Operations, FP&A, Tax, Treasury, and other internal functions to ensure cohesive financial reporting and alignment with organisational priorities. * Provide financial insights and technical accounting guidance to senior leadership, country teams, and project teams. * Support strategic initiatives through accurate, timely financial information and strong financial governance. Service-Level & Performance Management * Develop, monitor, and continually improve SLAs and KPIs for Financial Control activities. * Ensure all tasks—month end, quarter end, annual reporting, statutory filings—are delivered accurately and on schedule. * Monitor and communicate performance metrics and control exceptions, driving accountability across the team. Qualifications, Knowledge & Experience: Qualifications Fully qualified accountant (e.g., ACA, ACCA, CIMA or equivalent). University degree in Accounting, Finance, Business, or a related discipline preferred. Knowledge & Experience * Significant experience in Financial Control leadership roles, including managing statutory and management reporting in a multi entity or multi country environment. * Strong technical accounting expertise, ideally with experience in IFRS accounting frameworks. * Proven experience managing group consolidation processes and complex audits. * Demonstrated success in improving, automating, and standardising financial processes. * Experience leading geographically dispersed teams and working in a multinational or foundation/non profit environment (advantageous). * Strong understanding of internal controls, risk management, and financial compliance frameworks. * Experience with ERP and consolidation systems (e.g. Microsoft Business Central). Skills & Attributes * Strong leadership and people management skills, with the ability to coach and develop high performance teams. * High technical competence with exceptional attention to detail. * Excellent analytical skills and the ability to interpret complex financial information. * Strong communication skills, with the ability to present clearly to senior stakeholders and non finance audiences. * Highly organised, deadline driven, and able to manage multiple competing priorities. * Proactive, solutions focused mindset with a strong drive for continuous improvement. * High integrity, sound judgement, and a commitment to strong financial governance. * Ability to work effectively across cultures, countries, and diverse teams. Application closing date: 30th June 2026 Please note that while we have a closing date for this application, we reserve the right to interview candidates and potentially close the role early should we find a suitable candidate.   About us At the IFRS Foundation, we believe better information leads to better decisions. We set financial reporting standards that enable companies to meet the evolving information needs of the global capital markets. United by our purpose to foster trust, growth and long-term financial stability in the global economy, we engage in challenging, meaningful work every day—across all our areas of expertise. If you share our passion for this mission, we want to hear from you. Diverse perspectives. International expertise. Working for our global organisation offers many benefits, including: * rewarding work that serves the public interest; * engagement with diverse international experts; * inclusive and collaborative teams; * intellectually challenging projects; * flexible working arrangements; * numerous areas of specialisation; and * opportunities for professional growth and development. Diversity and inclusion are seen as key strengths of our organisation. These qualities are essential for us to engage with and meet the needs of our varied global stakeholders, and they are part of what makes the IFRS Foundation a great place to work. #LI-MM1