Lendable

About Lendable Lendable is on a mission to build the world's best technology to help people get credit and save money.We're building one of the world's leading fintech companies and are off to a strong start: One of the UK's newest unicorns with a team of just over 600 people Among the fastest-growing tech companies in the UK Profitable since 2017 Backed by top investors including Balderton Capital and Goldman Sachs Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we've rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers hands in minutes instead of days. We're growing fast, and there's a lot more to do: we're going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks Join us if you want to Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting Role Purpose 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 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. Key Responsibilities 1. Team Leadership & Development 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. 2. Operational Oversight & Performance 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. 3. Process Improvement & Product Focus 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. 4. Risk, Quality & Compliance 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. 5. Stakeholder Collaboration 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. 6. Reporting & Insight 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. Person Specification Experience & Skills 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. Behaviours & Approach 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 . click apply for full job details

About Lendable Lendable is on a mission to build the world's best technology to help people get credit and save money.We're building one of the world's leading fintech companies and are off to a strong start: One of the UK's newest unicorns with a team of just over 600 people Among fastest-growing tech companies in the UK Profitable since 2017 Backed by top investors including Balderton Capital and Goldman Sachs Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we've rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers' hands in minutes instead of days. We're growing fast, and there's a lot more to do: we're going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. Join us if you want to Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting About the role You will be joining an ambitious but small team and report directly to the General Counsel with a broad remit. You'll work closely with all business functions and be skilled at communicating legal issues to non-lawyers and balancing business and legal perspectives. Given the growth of the organisation and the number of partnerships we are entering, this role will be focused on consumer credit, regulatory compliance and commercial contracts. Ideally, you will have a background in UK financial regulation and be familiar with the FCA Handbook. On a day-to-day basis, you can expect to Advise on various consumer credit-related regulatory matters. Keep under review the firm's customer-facing documentation. Assist the business in developing new products. Support the business by updating policies, processes and templates. Responding to complex queries from the business, suppliers and customers Assist with litigious matters. Help to manage the use and cost of external legal counsel. Work closely with other members of the legal team to provide timely and first-class legal support How you'll impact those objectives You're a self-starter who is comfortable stepping out of your comfort zone to drive business growth. You have strong organisational skills and are able to autonomously lead multiple deliverables in a fast pace environment. You are excited by new challenges and like understanding laws in new markets and around new financial products. What we're looking for You are qualified in England & Wales or another common law jurisdiction with the requisite UK experience. You have approximately 2-4 years post qualification experience. You have experience in consumer credit, either in private practice, in-house or at the regulator. You ideally have experience in house at a corporate or the regulator, or else you will be looking to make a move from private practice to an in house position. Preferably with financial services experience. You enjoy working in a fast paced and growing business and taking ownership. You have a mindset that is adaptable and flexible to change. Have excellent communication and relationship building skills. Interview process A quick phone call with one of the talent team Legal Experience Interview Final Stakeholder Interview Life at Lendable The opportunity to scale up one of the world's most successful fintech companies. Best-in-class compensation, including equity. You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas. Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday. We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes to private health insurance We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London Check out our blog!

About Lendable Lendable is on a mission to make consumer finance amazing: faster, cheaper, and friendlier. We're building one of the world's leading fintech companies and are off to a strong start: One of the UK's newest unicorns with a team of just over 600 people Among the fastest-growing tech companies in the UK Profitable since 2017 Backed by top investors including Balderton Capital and Goldman Sachs Loved by customers with the best reviews in the market (4.9 across 10,000s of reviews on Trustpilot) So far, we've rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers' hands in minutes instead of days. We're growing fast, and there's a lot more to do: we're going after the two biggest Western markets (UK and US) where trillions worth of financial products are held by big banks with dated systems and painful processes. Join us if you want to Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1 Work in small teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo Build the best technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting About the role We're looking for a Staff Frontend Software Engineer (React with NextJS & React Native) to join our Zable US Credit Card team, becoming a key part of a cross-functional team building and refining features for iOS, Android, and Web in one of the world's toughest and most dynamic credit markets - the United States. Our US credit card product launched last year and our work now continues to build and refine our customer offering to complement our highly successful UK credit card business, which serves over 1 customers. Our roadmap includes features to introduce new user journeys and optimise conversion rates in our existing funnels, increasing functionality for our existing customers, refactoring & improving our codebase and tooling, and plenty more as we continue our growth in this market. Alongside feature work we also put a big focus on improving performance, reducing tech debt, and improving scalability. Our ideal engineer is detail focused and resourceful, and keen to understand the bigger picture outside of their product team, contributing to wider engineering and business initiatives that help us scale Lendable as a global business as we continue to grow. Our tech stack Mobile Apps Typescript, React Native, Expo, EAS, GraphQL, Relay, Zustand, Jest, React Testing Library, Maestro Web Typescript, React, NextJS, Redux Toolkit, SCSS, React Testing Library, Cypress Backend / Infrastructure PHP 8 (Symfony), Kotlin, AWS, MySQL, RabbitMQ, Docker, Kubernetes Tooling Github, Jira & Confluence, for our code & product management processes Bugsnag, Datadog & Sentry for debugging and reporting Figma & Storybook, for our design process For more information about how we work you can also check out our blog and read more about our workplace culture. What we're looking for You have experience working with product owners to break down business requirements into deliverable tasks and estimate the complexity of their implementation. You can quickly identify the difficulties of implementing a feature from an initial design wireframe or outline spec and work together to propose alternative approaches where appropriate You are passionate about building high-performing teams. You organise work streams in conjunction with the product owner, and look for optimisations that will improve team performance and happiness, while driving individual accountability for delivery You have experience mentoring and supporting other engineers, alongside engineering managers, working to encourage their personal and professional growth, and enabling them to succeed. You have an expert understanding of modern Javascript with Typescript You have experience leading cross-platform mobile development using React Native You have a strong understanding of the different needs of mobile users across a variety of platforms and devices You're comfortable owning and managing the full spectrum of iOS & Android application requirements, such as provisioning, certificate management, automated deployment, and app store release processes You set the standard for automated testing in your team, and take a pragmatic approach to implementing and improving the various phases of the testing pyramid You can quickly identify and assess technical debt and are a vocal advocate for prioritising code improvements alongside feature work when the opportunity arises You understand the importance of catering to users with accessibility needs, and are familiar with the approaches and tooling required to ensure accessibility guidelines and best practices are adhered to. What would make you stand out You've lead teams which have built, or worked on, products that have scaled from zero users to tens or hundreds of thousands (or more), and can apply what you learnt in new contexts You've used GraphQL in a production environment You've had experience in scaling React Native to multiple teams You've built and launched new products and grown the audience You have in-depth experience of mobile performance best practices and debugging You've employed staged rollouts and multivariate testing approaches to release new features and test hypotheses You have experience of UI or UX design. You feel at ease discussing approaches with product designers, and are happy to get involved in making design decisions where required Interview process A quick video call with a member of our talent team to learn more about you A 30-minute video call with the hiring manager to discuss your experience and answer any initial technical questions you have about the role A short React Native coding exercise to complete in your own time A technical session with your peers where you'll discuss your solution to the exercise, talk through some problems and scenarios, and dig deeper into your technical experience An interview with an Engineering Manager to explore your motivations and goals, assess how you could play a part in your team's success, and better understand how we could help you thrive in your role. Life at Lendable The opportunity to scale up one of the world's most successful fintech companies. Best-in-class compensation, including equity. You can work from home every Monday and Friday if you wish - on the other days, those based in the UK come together IRL at our Shoreditch office in London to be together, build and exchange ideas. Enjoy a fully stocked kitchen with everything you need to whip up breakfast, lunch, snacks, and drinks in the office every Tuesday-Thursday. We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes to private health insurance We're an equal-opportunity employer and are looking to make Lendable the most inclusive and open workspace in London Check out our blog!