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. Please note that 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
