Head of Customer and Lending Operations

At Kroo Bank, we’re building a better bank from the ground up. One that puts customers first, treats money responsibly and uses technology to make everyday banking simpler, fairer and more transparent. We’re a fully regulated UK bank, backed by long term investors, with a growing customer base and big ambitions. We move fast, think carefully and hold ourselves to the highest standards, whether that’s how we engage with our customers, build products, manage risk or look after our people. Please note that we have one position available, which can be based in either London or Manchester.

How you will contribute and key responsibilities:

As the Head of Customer and Lending Operations, you will provide strategic and operational leadership across customer service and lending operations. You will set service standards, improve processes and ensure your teams deliver effective support and good customer outcomes throughout the retail banking and lending journey. Working closely with colleagues across the bank, you will ensure operational delivery supports our growth objectives and product roadmap. Other responsibilities include:

• Develop and implement Kroo’s customer and lending operations strategy, aligning it with the bank’s overarching goals and vision.
• Lead customer operations across live chat, email, phone and social media, alongside lending servicing and collections.
• Set clear standards for customer care, service quality and operational delivery across your function.
• Establish and monitor key performance indicators covering service levels, quality, productivity and customer outcomes.
• Ensure managers within your function effectively manage team and individual performance and productivity, setting clear expectations, reviewing results regularly and addressing concerns promptly and fairly through appropriate coaching, support and formal processes where required.
• Hold managers accountable for delivering agreed objectives and maintaining consistent performance standards, taking account of individual circumstances and reasonable adjustments.
• Oversee the customer journey across retail banking and lending, ensuring effective support from onboarding and loan origination through to servicing, repayment and collections.
• Implement quality controls and process improvements to improve operational performance and customer satisfaction.
• Analyse customer feedback, complaints and service data to identify patterns, resolve recurring issues and prioritise improvements.
• Work with internal stakeholders to improve the tools, processes and policies that support customer and lending operations.
• Introduce appropriate technology and automation to increase efficiency, support growth and improve the customer experience.
• Work closely with Product and Technology to ensure customer feedback and operational requirements inform product development.
• Collaborate with senior leaders to incorporate customer and lending operations insights into business strategy and product roadmaps.
• Build, coach and develop an effective management team, ensuring managers have the skills and support to lead their teams successfully.
• Promote a culture of learning, accountability and collaboration through regular feedback, coaching and development.
• Oversee recruitment, onboarding, training and performance management across the function.
• Manage budgets, resources and workforce planning to meet customer demand and support the bank’s growth.
• Apply your retail banking and lending experience to develop and scale loan origination, servicing and collections processes, working closely with Credit Risk, Product and Compliance.
• Oversee support for customers experiencing financial difficulty or vulnerability, ensuring their circumstances are understood and appropriate support is provided.
• Ensure customer and lending operations comply with applicable regulatory requirements, data protection standards and internal policies.
• Identify and manage operational risks, maintain effective controls and escalate material issues promptly.

Requirements

• Substantial experience of leading customer operations within retail banking, together with practical lending experience.

• Strong understanding of the customer journey.
• Proven experience of leading managers, developing their leadership skills and holding them accountable for team performance and productivity.
• Ability to set clear objectives and address underperformance fairly, with appropriate coaching, support and development.
• Experience of improving customer service and operational processes to support growth, efficiency and good customer outcomes.
• Understanding of how to support customers experiencing financial difficulty or vulnerability.
• Sound knowledge of operational risk, controls and regulatory requirements relevant to retail banking and lending.
• Ability to use operational data, customer feedback and performance measures to inform decisions and prioritise improvements.
• Experience of managing budgets, resources and workforce planning.
• Strong stakeholder management and communication skills, with the ability to influence senior colleagues and explain operational priorities clearly.
• Experience of working collaboratively with Product, Technology, Credit Risk and Compliance teams.
• Ability to lead change and introduce technology and automation that improve service and operational delivery.
• Strong judgement, with a commitment to fair treatment, responsible banking and the bank’s values.
• Ability to manage competing priorities while maintaining clear standards and supporting your teams.

Benefits

What we offer:

We offer a range of benefits to support you both in and outside work:

• Annual leave: 25 days of annual leave, 8 bank holidays, 1 Kroo bank holiday on 24th June and 1 day off during the week of your birthday.
• Personal days: 3 personal days to use as needed.
• Volunteering: Up to 4 hours of employer sponsored volunteering time each month.
• Mental health support: Access to Spill, our mental health support partner.
• Workplace pension: A pension with a 5% employee contribution and a 3% employer contribution.
• Equipment: A MacBook laptop and the equipment you need for hybrid working, with support towards your home office setup if required.
• Office space: Access to our offices, including our workspace near London Bridge in central London.
• Cycle to Work scheme.
• Electric Car scheme.
• Enhanced parental leave to support employees starting and growing their families.
• Development opportunities as the bank grows.
• Private healthcare for you and your immediate family through Vitality.

Hybrid Working:

This role is based in London, with office attendance expected 2 to 3 times per week. Working hours are Monday to Friday, 9am to 5.30pm, combining remote working with regular time in the office to support collaboration and teamwork.

Diversity and Inclusion:

We are committed to creating a diverse and inclusive workplace where everyone is valued, respected and supported. We welcome applications from people of all backgrounds and ensure reasonable adjustments are available throughout the recruitment process. Please let us know if you need any support or adjustments when applying.

To all Recruitment Agencies:

Kroo Bank does not accept unsolicited agency CVs. Please do not submit CVs to our job adverts or forward them directly to employees. Kroo Bank will not accept responsibility for fees relating to unsolicited submissions.

Candidates should submit applications directly through the advertised platform. Please use this channel for your application rather than contacting employees directly by email, LinkedIn or other communication channels. Enquiries or requests for updates sent through other channels will not receive a response.