Customer & Lending Operations Leader

Kroo Bank; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Annual leave 25 days + 8 bank holidays

Personal days 3

Volunteering time

Private healthcare

Pension contributions

Equipment for hybrid working

London office access

Cycle to Work

Electric Car scheme

Enhanced parental leave

Development opportunities

Job summary

Kroo Bank is seeking a Head of Customer and Lending Operations in London or Manchester. You will lead customer service and lending operations, set service standards, and drive process improvements across the retail banking lifecycle.

The role requires strategic leadership, strong stakeholder management and a track record of delivering excellent customer outcomes. You will manage cross-functional teams, oversee onboarding through to collections, and work with Product and Technology to align

Qualifications

• Substantial experience leading customer operations in retail banking.
• Practical lending experience and understanding of the customer journey.
• Experience leading managers and developing leadership skills.
• Ability to set objectives and address underperformance fairly with coaching.
• Experience improving customer service and operational processes to support growth.

Responsibilities

• Develop and implement Kroo's customer and lending operations strategy.
• Lead customer operations across live chat, email, phone and social media.
• Set standards for service quality and operational delivery.
• Monitor KPIs for service levels, quality and productivity.
• Oversee onboarding, loan origination, servicing and collections processes.
• Introduce technology to improve efficiency and customer experience.
• Collaborate with Product and Technology to inform roadmaps.
• Build and coach a strong management team.

Skills

Customer operations leadership

Retail banking experience

Lending operations

Stakeholder management

Performance coaching

Job description

Kroo Bank is seeking a Head of Customer and Lending Operations in London or Manchester. You will lead customer service and lending operations, set service standards, and drive process improvements across the retail banking lifecycle.

The role requires strategic leadership, strong stakeholder management and a track record of delivering excellent customer outcomes. You will manage cross-functional teams, oversee onboarding through to collections, and work with Product and Technology to align