Customer Operations and Communications Product Manager

LHV Bank; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

Open and inclusive culture

Fantastic offices

Vitality Health Plan

Life assurance - 4 x salary

Income protection insurance - 75%

28 days holiday + 3 days

Swappublic/bank holidays

Enhanced family friendly policies

Discounts (retail)

Team Socials

Job summary

LHV Bank is expanding its London-based Customer Operations team with a Product Manager role focused on customer operations and communications platforms. You will own the platforms and processes across Salesforce, support tooling, telephony and communications delivery, in partnership with Compliance, Risk and Engineering.

Bring strong product management fundamentals, comfort in a detailed, regulated setting, and the ability to drive measurable improvements while reducing risk.

Qualifications

• Strong product management experience, ideally in platform or operations-focused roles.
• Experience working with CRM systems, ideally Salesforce, and operational tooling.
• Experience in regulated environments, ideally UK financial services.
• Strong understanding of operational processes and control environments.
• Comfortable working with technical systems, configurations and integrations.
• Strong communication and stakeholder management skills.
• High ownership mindset, with flexibility to support wider Product priorities where it adds value.

Responsibilities

• Own end-to-end delivery across platforms and processes within scope.
• Define clear problems, outcomes and success measures.
• Maintain ownership from analysis through to implementation and ongoing optimisation.
• Own day-to-day management and improvement of Salesforce and associated tooling.
• Ensure platforms are configured effectively to support customer operations.
• Identify and resolve inefficiencies in processes and tooling.
• Maintain clear, structured ownership of system behaviour and process flows.
• Monitor operational performance, identifying issues, risks and improvement opportunities.
• Ensure processes are robust, repeatable and auditable.
• Own reporting, audit evidence and quality management across the domain.
• Ensure customer communications are accurate, timely and delivered effectively.
• Improve how communications are triggered, managed and monitored.
• Shape future direction for how the bank communicates with customers as needs evolve.
• Balance operational efficiency with customer experience and clarity.
• Ensure processes and platforms support regulatory requirements, including GDPR and SARs.
• Work closely with Compliance and Risk to interpret and implement requirements.
• Maintain audit readiness and control effectiveness.
• Identify and mitigate operational and regulatory risk.
• Work closely with Engineering to deliver changes across platforms and integrations.
• Engage confidently on system behaviour, configurations and constraints.
• Contribute to solution design while respecting engineering ownership of implementation.
• Work closely with Customer Operations, Customer Services, Compliance, Risk and Engineering.
• Communicate clearly and bring stakeholders together to resolve issues and drive improvements.
• Support alignment across teams in an increasingly complex domain.

Skills

Product management

CRM systems

Salesforce

Regulated environments

Stakeholder management

Operations tooling

Tools

Salesforce

AWS Connect

Job description

Customer Operations and Communications Product Manager

London

LHV Bank Limited is a UK-licensed bank operating across three core business segments: Retail Banking, SME Lending, and Banking Services (BaaS). The bank is a wholly owned subsidiary of LHV Group, a listed financial services provider headquartered in Estonia. LHV Bank operates under a full UK banking licence granted in May 2023.

The Bank supports over 200 fintech clients with embedded financial infrastructure, provides retail savings products via digital channels, and offers SME credit solutions across the UK. In line with its regulatory responsibilities and growth ambitions, LHV Bank is committed to maintaining a robust and proportionate financial crime control environment.

Expanding our services, LHV Bank now provides personal banking solutions. Our offerings include current accounts with competitive interest rates, fixed-rate bonds for long-term savings, and debit cards. Customers can conveniently access these services through the LHV App, enabling secure account opening and management.

Role Purpose

Own and evolve the platforms, processes and tooling that support customer operations and communications across the bank, spanning Salesforce, customer support tooling, telephony and communications delivery.

Define and drive product direction across these areas, ensuring platforms and processes are reliable, scalable, well-controlled and compliant.

Bring structure to a broad and expanding domain, reducing operational and regulatory risk while improving how teams operate and how customers are communicated with.

Work in close partnership with Customer Operations, Compliance, Risk and Engineering to deliver outcomes that are operationally sound, regulator-ready and commercially effective.

This role requires strong product management fundamentals, comfort operating in a detailed and regulated environment, and the ability to work confidently across both process and platform.

Scope of Responsibility

• Salesforce platform, covering customer service and case management for customer segments
• Customer operations processes, including data management requests such as GDPR erase and subject access requests
• Customer communications processes, deliverability and future communications platform capability
• Telephony platform, including AWS Connect and related tooling
• Reporting, audit evidence and quality management across the above

Key Accountabilities

Product Ownership and Delivery

• Own end-to-end delivery across platforms and processes within scope
• Define clear problems, outcomes and success measures
• Maintain ownership from analysis through to implementation and ongoing optimisation

Platform and Process Management

• Own day-to-day management and improvement of Salesforce and associated tooling
• Ensure platforms are configured effectively to support customer operations
• Identify and resolve inefficiencies in processes and tooling
• Maintain clear, structured ownership of system behaviour and process flows

Operational Performance and Quality

• Monitor operational performance, identifying issues, risks and improvement opportunities
• Ensure processes are robust, repeatable and auditable
• Own reporting, audit evidence and quality management across the domain

Customer and Communication Outcomes

• Ensure customer communications are accurate, timely and delivered effectively
• Improve how communications are triggered, managed and monitored
• Shape future direction for how the bank communicates with customers as needs evolve
• Balance operational efficiency with customer experience and clarity

Regulatory and Risk Management

• Ensure processes and platforms support regulatory requirements, including GDPR and SARs
• Work closely with Compliance and Risk to interpret and implement requirements
• Maintain audit readiness and control effectiveness
• Identify and mitigate operational and regulatory risk
• Work closely with Engineering to deliver changes across platforms and integrations
• Engage confidently on system behaviour, configurations and constraints
• Contribute to solution design while respecting engineering ownership of implementation

Stakeholder Collaboration

• Work closely with Customer Operations, Customer Services, Compliance, Risk and Engineering
• Communicate clearly and bring stakeholders together to resolve issues and drive improvements
• Support alignment across teams in an increasingly complex domain.

What good looks like

• Clear ownership of platforms and processes with minimal ambiguity
• Reliable, well-controlled operational processes
• Strong audit readiness and regulatory compliance
• Reduced operational and regulatory risk across platforms and processes
• Improved efficiency and reduced operational friction
• Strong collaboration across Product, Engineering and Operations

Skills and Experience

• Strong product management experience, ideally in platform or operations-focused roles
• Experience working with CRM systems, ideally Salesforce, and operational tooling
• Experience in regulated environments, ideally UK financial services
• Strong understanding of operational processes and control environments
• Comfortable working with technical systems, configurations and integrations
• Strong communication and stakeholder management skills
• High ownership mindset, with flexibility to support wider Product priorities where it adds value

Some of our benefits (only applicable to UK based roles not Internship programmes)

• Competitive salary &lots of opportunities to learn, grow and progress professionally.
• Open and inclusive culture.
• Fantastic offices and great working environment.
• Vitality Health Plan (includes private health insurance, travel insurance, gym discounts)
• Life assurance - 4 x salary.
• Income protection insurance - 75%
• 28 days holiday plus 3 additional days, & further days for various key life events as well as the opportunity to sell up to 5 days per calendar year.
• Swappublic/bank holidays each year for alternative days that align with your personal, cultural, or religious observances.
• Enhanced family friendly and family forming policies.
• Access to a wide range of retail discounts .
• Team Socials.