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.

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.