Customer & Lending Operations Leader

Kroo Bank Ltd; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Benefits offered by this job

Annual leave 25 days

Private healthcare

Pension 5% employee

Hybrid working

Cycle to work

Volunteer time

Job summary

Kroo Bank is seeking a Head of Customer and Lending Operations to provide strategic and operational leadership across customer service and lending operations. You will set service standards, optimize processes and drive effective customer outcomes in the retail banking journey.

You will partner with Product, Technology and Compliance to scale loan origination, servicing and collections, while building a strong management team and delivering growth aligned with the bank’s roadmap.

Qualifications

• Substantial experience leading customer operations within retail banking.
• Proven ability to lead managers and develop leadership in teams.
• Strong understanding of the customer journey and operational risk controls.

Responsibilities

• Set and lead customer and lending operations strategy aligned with bank goals.
• Lead live chat, email, phone and social channels; oversee lending servicing and collections.
• Establish standards for service quality, performance monitoring and coaching.
• Oversee onboarding, loan origination, servicing, repayment and collections across retail banking.
• Work with Product and Technology to translate feedback into product roadmaps.
• Build and develop a high-performing management team with a culture of accountability.

Skills

Customer operations leadership

Retail banking knowledge

Stakeholder management

People management

Process improvement

Job description

Kroo Bank is seeking a Head of Customer and Lending Operations to provide strategic and operational leadership across customer service and lending operations. You will set service standards, optimize processes and drive effective customer outcomes in the retail banking journey.

You will partner with Product, Technology and Compliance to scale loan origination, servicing and collections, while building a strong management team and delivering growth aligned with the bank’s roadmap.