Head of Customer and Lending Operations

Kroo

. Provide strategic and operational leadership across customer service and lending operations .

Posted 9/17/2026full-timeLondon • United KingdomLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer service and lending operations, with a strong focus on improving processes, managing performance, and ensuring compliance with regulatory standards. Capable of leveraging operational data and customer feedback to drive strategic decisions and enhance customer experiences.

Highest-signal resume keywords

Customer Operations LeadershipLending Operations StrategyPerformance ManagementRegulatory ComplianceStakeholder Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey AnalysisOperational Risk ManagementBudget ManagementProcess ImprovementData Analysis

Soft Skills

Coaching and DevelopmentCommunication SkillsChange ManagementJudgementCollaboration

Tools & Technologies

Automation ToolsCustomer Feedback SystemsPerformance Measurement Tools

Industry Keywords

Retail BankingLendingCustomer ServiceFinancial Difficulty SupportOperational Controls

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 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

Requirements

What you’ll need

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

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, Kroo’s mental health support partner
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 Kroo offices, including workspace near London Bridge in central London
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