FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer operations and lending processes within retail banking, focusing on strategic development, operational efficiency, and compliance with regulatory standards. Proven ability to enhance customer experience through effective team management, process improvements, and technology integration.
Highest-signal resume keywords
Customer Operations LeadershipLending Operations StrategyPerformance ManagementRegulatory ComplianceStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Journey AnalysisOperational Risk ManagementBudget ManagementProcess ImprovementKPI DevelopmentData AnalysisLoan OriginationCollections ManagementTechnology IntegrationAutomation Implementation
Soft Skills
Coaching and DevelopmentCommunication SkillsChange ManagementCollaborationJudgement
Industry Keywords
Retail BankingCustomer ServiceLendingFinancial Difficulty SupportData Protection StandardsOperational DeliveryService QualityCustomer FeedbackCredit RiskCompliance
About the role
Key responsibilities & impact- 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
Requirements
What you’ll need- Substantial experience leading customer operations within retail banking, together with practical lending experience
- Strong understanding of the customer journey
- Proven experience 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 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 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 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 teams
Benefits
Comp & perks- 25 days of annual leave
- 8 bank holidays
- 1 Kroo bank holiday on 24th June
- 1 day off during the week of your birthday
- 3 personal days to use as needed
- Up to 4 hours of employer sponsored volunteering time each month
- Access to Spill mental health support
- Workplace pension with a 5% employee contribution and a 3% employer contribution
- MacBook laptop and equipment needed for hybrid working
- Support towards home office setup if required
- Access to offices, including workspace in Deansgate in central Manchester
- Cycle to Work scheme
- Electric Car scheme
- Enhanced parental leave
- Development opportunities as the bank grows
- Private healthcare for you and your immediate family through Vitality
- Hybrid working combining remote work with regular office attendance