Customer & Lending Operations Lead

Kroo; Manchester; Hybrid; GBP 110,000 - 150,000; Full time

Benefits offered by this job

Annual leave 25 days

Private healthcare

Hybrid working

Pension

Office in Manchester

Job summary

Kroo Bank is seeking a Head of Customer and Lending Operations to lead strategic and operational delivery across customer service and lending. You will set service standards, optimize processes and ensure teams deliver strong customer outcomes throughout onboarding, origination, servicing and collections.

You will manage multi-channel operations, build a high-performing leadership team and collaborate with Product, Technology and Risk to drive growth and responsible banking.

Qualifications

• Substantial experience of leading customer operations within retail banking, together with practical lending experience.
• Ability to set clear objectives and drive performance through coaching and development.
• Experience of improving customer service and operational processes to support growth and efficiency.
• Strong understanding of the customer journey and regulatory requirements in retail banking and lending.

Responsibilities

• Develop and implement Kroo’s customer and lending operations strategy, aligning with bank goals and vision.
• Lead multi-channel customer operations (live chat, email, phone, social) and lending servicing.
• Set standards for service quality, productivity and customer outcomes across the function.
• Establish KPIs, monitor performance, and address underperformance with coaching and formal processes.
• Oversee onboarding, loan origination, servicing, repayment and collections workflows.
• Collaborate with Product, Technology, Credit Risk and Compliance to inform product roadmaps.
• Build a high-performing management team and promote a culture of learning and accountability.
• Oversee recruitment, training and budgets to meet customer demand and support growth.

Skills

Strategic leadership

Retail banking

Lending operations

People management

Budgeting & planning

KPI & performance management

Stakeholder management

Process improvement

Regulatory awareness

Job description

Kroo Bank is seeking a Head of Customer and Lending Operations to lead strategic and operational delivery across customer service and lending. You will set service standards, optimize processes and ensure teams deliver strong customer outcomes throughout onboarding, origination, servicing and collections.

You will manage multi-channel operations, build a high-performing leadership team and collaborate with Product, Technology and Risk to drive growth and responsible banking.