Chief Customer & Lending Operations

Whereby; Greater London; On-site; GBP 110,000 - 160,000; Full time

Benefits offered by this job

Private healthcare

Pension — employer contribution

Hybrid working

MacBook laptop

Job summary

Kroo Bank is seeking a Head of Customer and Lending Operations to lead the end-to-end retail banking and lending function, setting standards, driving process improvements and ensuring excellent customer outcomes while supporting growth and the product roadmap.

Based in London or Manchester with hybrid working 2–3 days in the office, you will build and coach a strong management team, manage budgets and collaborate with Product, Technology, Credit Risk and Compliance to scale loan origination,

Qualifications

• Extensive experience leading customer operations in retail banking and lending.
• Proven ability to lead managers and drive team performance.
• Ability to set objectives and address underperformance with coaching.
• Strong stakeholder management and cross-functional collaboration.

Responsibilities

• Develop and implement customer and lending operations strategy aligned with goals.
• Lead live chat, email, phone and social channels for customer ops.
• Set standards for service quality and operational delivery.
• Monitor KPIs on service levels, quality and productivity.
• Oversee onboarding, loan origination, servicing and collections.

Skills

Retail banking leadership

Lending operations

Customer service management

Stakeholder management

Job description

Kroo Bank is seeking a Head of Customer and Lending Operations to lead the end-to-end retail banking and lending function, setting standards, driving process improvements and ensuring excellent customer outcomes while supporting growth and the product roadmap.

Based in London or Manchester with hybrid working 2–3 days in the office, you will build and coach a strong management team, manage budgets and collaborate with Product, Technology, Credit Risk and Compliance to scale loan origination,