Head of Operations, Lendable
Auto/Secured lending
£70-100k
+ Equity
Senior and Expert level
London
More information about location
3-5 days a week in office (Shoreditch, London)
Profitable Fintech Unicorn - Lending Platform
Job no longer available
Profitable Fintech Unicorn - Lending Platform
501-1000 employees
FintechB2CMarketplacePersonal financeLendingCustomer service
Job no longer available
£70-100k
+ Equity
Senior and Expert level
London
More information about location
3-5 days a week in office (Shoreditch, London)
501-1000 employees
FintechB2CMarketplacePersonal financeLendingCustomer service
Company mission
To make consumer finance amazing: faster, cheaper and friendlier.
Role
Who you are
- Proven experience managing or supervising multiple teams in a customer-facing or operations environment, ideally within a regulated or tech-enabled financial services context
- Demonstrable experience in driving team performance and development, including coaching and mentoring Team Leads or supervisors
- Strong analytical skills, with the ability to interpret operational data (KPIs, dashboards, quality scores, customer feedback) to identify trends, diagnose root causes, and propose actionable solutions
- Demonstrable experience in identifying, evaluating, and successfully implementing process improvements, with a strong focus on leveraging automation, digital enhancements, and AI tools to drive efficiency and enhance customer outcomes at an operational management level
- Proven ability to develop, implement, and maintain operational procedures and risk/control documentation
- Strong written and verbal communication skills, with the ability to effectively engage and influence internal stakeholders
- Understanding of compliance, risk management, and regulatory requirements, particularly relevant to financial products like cards and vulnerable customers
- Experience managing operations related to a specific product (e.g., cards, Loans, Car Finance) is highly desirable
- Customer-Focused: Committed to delivering compassionate, fair, and efficient support to all customers, with a particular awareness for vulnerable cardholders
- Action-Oriented Problem Solver: Proactive in identifying operational challenges, analysing root causes, and recommending and implementing effective solutions within their remit
- Data-Informed: Uses evidence and insights to guide decision-making and team management, proactively seeking opportunities for data-driven recommendations
- Enabling Leader: Motivating and supportive of Team Leads and their teams, fostering a collaborative, accountable, and development-oriented environment
- Detail-Oriented & Diligent: Ensures accuracy and completeness in operational procedures and compliance documentation
- Adaptable & Resilient: Able to thrive in a fast-paced, dynamic environment, balancing competing priorities and adapting to change
- Process & Technology Improvement Mindset: A proactive drive to identify and implement innovative solutions, including automation and AI, to streamline workflows, enhance efficiency, and improve customer journeys
- Team Player: Collaborates effectively across departments to achieve shared goals and deliver positive outcomes
- Digital Adoption Champion: Enthusiastic about leveraging new technologies, particularly AI and automation, to achieve operational excellence and superior customer outcomes, inspiring teams to embrace digital transformation
What the job involves
- The Head of Operations (Auto/Secured lending) is responsible for the daily performance, development, and continuous improvement of the frontline teams dedicated to one or more of our existing products, spanning both Customer Service and Financial Support functions
- Reporting to the Operations Director, you will lead and coach a team of Team Leads, ensuring their teams deliver exceptional service, maintain high operational efficiency, and are accountable for consistently achieving defined service levels alongside consistently meeting regulatory and customer outcomes, including customers in financial difficulty or vulnerable situations
- You will play a pivotal role in translating strategic operational initiatives, including those involving AI and automation, into effective frontline execution
- You will be accountable for identifying and implementing data-driven improvements that enhance efficiency, scalability, and customer outcomes within your product remit, fostering a culture of continuous improvement and digital adoption across your teams
- Lead, coach, and develop a team of Team Leads, enabling them to inspire and manage their frontline agents effectively across both customer service and financial support streams
- Foster a high-performance culture of continuous learning, accountability, and problem-solving within the operations teams, ensuring a strong focus on empathetic customer support and compliance
- Oversee the performance management for the teams, ensuring consistent achievement of KPIs (e.g., customer satisfaction, quality, compliance, productivity, SLAs)
- Lead the identification of skill gaps and drive upskilling initiatives within your teams to ensure they are proficient and adaptable to new technologies, particularly automation, AI tools, and enhanced digital workflows, fostering a digitally-savvy workforce
- Manage the day-to-day operations of the customer service and financial support teams, ensuring smooth delivery, effective resource allocation, and adherence to service level agreements
- Leverage comprehensive data analysis (KPIs, dashboards, quality scores, customer feedback), including insights derived from AI tools, to identify operational trends, performance gaps, and opportunities for automation or process re-engineering
- Formulate and propose data-backed recommendations for continuous improvement and strategic adjustments specific to the product within your remit, aiming for enhanced efficiency and customer experience
- Proactively address operational challenges and escalations and implement timely solutions to maintain service quality and efficiency
- Proactively identify and analyse process pain points within the customer journeys and operational workflows, translating these insights into concrete recommendations for automation, digital enhancements, and intelligent process re-engineering, specifically within your product scope
- Oversee and drive the implementation of approved automation, digital enhancements, and re-engineered processes, ensuring they significantly improve customer experience, operational efficiency, and accessibility for your product
- Champion and embed these innovative process changes and new technological tools within the frontline teams, ensuring smooth adoption, adherence, and alignment with the overarching operational strategy
- Ensure that all customer interactions and processes related to your product remit meet regulatory and compliance standards, with particular attention to vulnerable or high-risk cardholders
- Promote strong risk awareness and adherence to policies within the teams, supporting the embedding of governance and quality frameworks
- Accountable for the development, maintenance, and adherence to robust operational procedures, internal risk controls, and relevant compliance documentation
- Act as a key point of contact for compliance issues specific to your product remit, supporting corrective actions as needed
- Collaborate effectively with Product, Technology, Risk, and Compliance teams on initiatives impacting customer journeys and operational processes
- Communicate performance updates, risks, and improvement recommendations to the Operations Director and relevant internal stakeholders
- Represent the operations teams, advocating for frontline feedback and customer insights to drive positive change
- Contribute to operational reporting by providing comprehensive data and insights specific to your product remit, including performance of new automated processes and AI-driven initiatives, covering KPIs, efficiency, and customer outcomes
- Proactively leverage analytical insights to diagnose operational issues, identify emerging operational trends and issues within your product domain, driving the implementation of appropriate tooling and tactical actions, and providing data-driven input for strategic improvements
- Understanding of compliance, risk management, and regulatory requirements, particularly relevant to financial products and vulnerable customers
Application process
- 30 minute call with a member of the Talent team
- A technical task
- Interview with Director of Operations
- Interview with COO
- Final Stage interview with Product MD(s)
Salary benchmarks
Our take
Lendable competes with banks, other lenders, and consumer finance companies to make finance and credit easier to access for all consumers. Streamlining the loan application process, the company cuts personalised rates and fund transfers from days to minutes.
Lendable believes it can win in this crowded field due to its market-best customer service and strong financials. Part of its success is due to its funding coming from institutional investors. Lendable originates and services its loans on behalf of institutional investors, but doesn't hold them on its own balance sheet.
Growing insolvencies will worry all lending platforms, but Lendable looks well-placed to weather any credit storm given its substantial debt financing. With fresh funding, this profitable fintech unicorn is poised to make credit access easier for consumers. And with the launch of two new products in the US, Lendable is certainly in a good position for more growth.
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (last 2 of 3 rounds)
Mar 2022
$284.1m
GROWTH EQUITY VC
Sep 2017
$6.5m
SERIES A
Total funding: $294m
Company benefits
- 💸 Best-in-class compensation, including equity
- 🏥 Comprehensive private health insurance (including dental, optometry and general wellbeing)
- 🎊 Multiple opportunities to socialise with your team and the wider company
- 💻 Equipment provided for you to do your best work!
- 🏠 You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas (hybrid)
- 🍲 Our in-house chefs prepare fresh, healthy lunches in the office every Tuesday-Thursday
- 🚗 EV car scheme (Octopus)
- 🚲 Cycle to work scheme
- 🧮 Pension
- 🌴 25 days of annual leave - excluding bank holidays
- 🏋️♀️ 50% off gym memberships at Virgin Active and Nuffield (via Vitality health insurance)
Company HQ
London, UK
Articles
Leadership
Martin Kissinger
(Co-Founder & CEO)Studied Economics as an undergraduate at LSE before doing an MPhil at Oxford University. Worked as an Entrepreneur in Residence at Rocket in Berlin.
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