Kroo

Compliance

• Support the Compliance function for a rapidly growing, regulated organisation
• Ensure adherence to regulatory requirements
• Support policy development and foster a customer-centric culture
• Enhance compliance frameworks and procedures
• Analyse and interpret relevant regulations with the Head of Compliance
• Collaborate with teams to implement regulatory requirements efficiently
• Monitor changes in regulatory environments and keep compliance strategies current
• Advise the business on Complaints, Treating Customers Fairly, and Vulnerable Customers frameworks
• Partner with the product team to integrate compliance requirements into banking and lending products and services
• Ensure new products and features comply with regulations and industry best practices
• Promote a customer-centric approach and a culture of transparency, integrity, and accountability
• Support the Chief Risk Officer and Head of Compliance in updating existing policies and procedures
• Lead development of new compliance policies and procedures
• Ensure policies and procedures are documented, communicated, and consistently enforced
• Participate in staff compliance training and development initiatives
• Represent the compliance function in internal and external meetings
• Perform other duties as assigned to meet business needs

Compliance Manager

Risk

• Help develop and maintain Kroo’s operational risk management framework
• Support a culture of risk awareness across the bank
• Provide second-line advice, oversight and constructive challenge to teams
• Support business areas in identifying and assessing operational risks and maintaining effective controls
• Conduct operational risk assessments and reviews
• Identify control weaknesses and recommend practical improvements
• Help develop, maintain and implement operational risk policies and procedures
• Support the risk and control self-assessment process, including oversight and challenge of assessments, controls and action plans
• Coordinate the risk events and issues process, ensuring accurate records, clear action ownership and progress monitoring
• Review risk events and issues to identify recurring themes, underlying causes and preventative opportunities
• Plan and carry out control testing and monitoring
• Develop and monitor key risk indicators and escalate emerging concerns
• Analyse operational risk data and prepare management information and reports for senior management and the Board
• Produce monthly and quarterly reporting on risk events, issues, operational losses, external events and emerging trends
• Provide second-line advice and challenge on projects, new products and features
• Work with colleagues across the bank to improve risk awareness and consistently apply the operational risk framework
• Report to the Operational Risk Manager within the second line of defence

Operational Risk Analyst

• Help develop and maintain Kroo’s operational risk management framework
• Support a culture of risk awareness across the bank
• Provide second-line advice, oversight and constructive challenge to business teams
• Support business areas in identifying and assessing operational risks and maintaining effective controls
• Conduct operational risk assessments and reviews, identify control weaknesses and recommend improvements
• Develop, maintain and implement operational risk policies and procedures
• Support the risk and control self assessment process and challenge assessments, controls and action plans
• Coordinate risk events and issues, maintaining accurate records and monitoring actions
• Review risk events and issues for recurring themes, root causes and prevention opportunities
• Plan and perform control testing and monitoring
• Develop and monitor key risk indicators and escalate emerging concerns
• Analyse operational risk data and prepare management information and reports for senior management and the Board
• Produce monthly and quarterly reporting on risk events, issues, operational losses, external events and emerging trends
• Provide risk advice and challenge on projects, products and features
• Work across the bank to improve risk awareness and consistent application of the operational risk framework
• Report to the Operational Risk Manager within the second line of defence

Operations

• Provide strategic and operational leadership across customer service and lending operations
• Develop and implement Kroo’s customer and lending operations strategy
• Lead customer operations across live chat, email, phone and social media, alongside lending servicing and collections
• Set standards for customer care, service quality and operational delivery
• Establish and monitor KPIs for service levels, quality, productivity and customer outcomes
• Manage team and individual performance, productivity, coaching and formal performance processes
• Oversee the customer journey from onboarding and loan origination through servicing, repayment and collections
• Implement quality controls and process improvements
• Analyse customer feedback, complaints and service data to identify patterns and prioritise improvements
• Improve tools, processes and policies supporting customer and lending operations
• Introduce technology and automation to increase efficiency and improve customer experience
• Work with Product and Technology to inform product development
• Incorporate operational insights into business strategy and product roadmaps
• Build, coach and develop the management team
• Promote learning, accountability and collaboration
• Oversee recruitment, onboarding, training and performance management
• Manage budgets, resources and workforce planning
• Develop and scale loan origination, servicing and collections processes with Credit Risk, Product and Compliance
• Oversee support for customers experiencing financial difficulty or vulnerability
• Ensure compliance with regulatory requirements, data protection standards and internal policies
• Identify and manage operational risks, maintain controls and escalate material issues

Head of Customer and Lending Operations

• Provide strategic and operational leadership across customer service and lending operations
• Develop and implement Kroo’s customer and lending operations strategy
• Lead customer operations across live chat, email, phone and social media, alongside lending servicing and collections
• Set standards for customer care, service quality and operational delivery
• Establish and monitor KPIs covering service levels, quality, productivity and customer outcomes
• Manage team and individual performance through managers, including coaching, support and formal processes where required
• Oversee the customer journey from onboarding and loan origination through servicing, repayment and collections
• Implement quality controls and process improvements
• Analyse customer feedback, complaints and service data to identify patterns and prioritise improvements
• Improve tools, processes and policies supporting customer and lending operations
• Introduce technology and automation to increase efficiency and improve customer experience
• Work with Product and Technology to inform product development
• Incorporate operational insights into business strategy and product roadmaps
• Build, coach and develop the management team
• Promote learning, accountability and collaboration
• Oversee recruitment, onboarding, training and performance management
• Manage budgets, resources and workforce planning
• Develop and scale loan origination, servicing and collections processes with Credit Risk, Product and Compliance
• Oversee support for customers experiencing financial difficulty or vulnerability
• Ensure compliance with regulatory requirements, data protection standards and internal policies
• Identify and manage operational risks, maintain controls and escalate material issues