Customer Operations Manager

BROCC; Stockholms kommun; On-site; SEK 650,000 - 900,000; Full time

Job summary

Brocc is a technology-driven financial services company building a united operation across Customer Service, Onboarding and Backoffice/Lending. The Customer Operations Manager will lead a 6-10 person team, shape culture, standards and performance, and energize the operation for scalable results.

This hands-on leadership role focuses on coaching, removing blockers and partnering with Product, Tech and Compliance to deliver smooth customer journeys as volumes grow.

Qualifications

• 2-5 years of people leadership in high-volume consumer businesses.
• Hands-on leader who coaches and develops the team.
• Comfortable working cross-functionally with Product, Tech, Data, and Compliance.

Responsibilities

• Lead, coach and develop the team and help each person grow.
• Own day-to-day operations: capacity, workload and prioritisation.
• Track performance: service levels, quality, productivity and backlogs.
• Roll up your sleeves and step in when gaps arise.
• Improve customer journeys and operational processes.
• Find opportunities to automate and simplify.
• Collaborate with stakeholders across the business.

Skills

Team leadership

Coaching

Data-driven

Change management

Customer service mindset

Job description

Brocc is a technology-driven financial services company offering smarter and fairer lending, savings and debt management solutions. Since 2016 we have grown from a peer-to-peer platform into a pan-European business active across 15 markets, with local presence in Sweden, Finland and the United Kingdom - offering consumer lending, savings accounts backed by the national deposit guarantee scheme, and one of Europe's leading specialised platforms for managing unsecured non-performing loans.
Customer Operations is where that promise meets the customer. Now we are looking for a Customer Operations Manager to lead a team of 6-10 people across Customer Service, Customer Onboarding and Backoffice/Lending Operations. Today these areas sit close together, but not yet as one operation. Your job is to build one team with a shared culture, shared standards and a shared view of performance - and to bring the energy that makes people want to be part of it.
This is a broad, hands-on leadership role. You will work close to the team and close to the work: coaching, unblocking and stepping in operationally when the day requires it. We care more about ambition and potential than seniority - if you want scope, speed and the chance to build an operation rather than inherit one, this role is for you.

What You'll Do

• Lead, coach and develop the team, and help each person grow
• Set the tone for energy, accountability and a strong winning culture
• Own day-to-day operations: capacity, workload and prioritisation
• Track performance: service levels, quality, productivity and backlogs
• Roll up your sleeves and do the work yourself when there is a gap or a peak
• Improve customer journeys and operational processes
• Find opportunities to automate, simplify and use technology better
• Work closely with Product, Tech, Data, AML, Legal and other stakeholders
• Turn business and regulatory requirements into practical operational execution

Who You Are

• 2-5 years of people leadership experience, ideally from a high-volume consumer business - consumer tech, e-commerce, subscription, telco, fintech or similar
• A strong coach who creates energy around them
• A hands-on mindset - happy to jump in and fill gaps when needed
• Customer obsessed and commercially minded
• Structured and data-driven
• Comfortable driving change, with a clear bias for action
• Experience from a regulated industry such as banking or lending is a plus but not a requirement

What Success Looks Like

• An engaged team with high ownership and people visibly growing
• Customer Service, Onboarding and Backoffice running as one operation
• Service levels, quality and backlogs under control, and predictable as volumes grow
• Clear priorities that stakeholders trust
• Manual work measurably reduced through automation and simplification
• Risk and regulatory requirements handled as a normal part of how the team works

Why Brocc?

We are a ~70-person team backed by Cerberus Capital Management, with teams in Stockholm, Helsinki and London. You will join at a pivotal moment in our growth, with real ownership of your area and direct visibility to senior leadership. We move fast, we value people who take initiative, and we are building a financial services company that genuinely changes how consumers experience finance.