Lendable
City, London
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 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 an experienced, strategic, and data-driven Senior Product Manager (PM) to join our Credit Card Product team. We launched our Credit Card in the UK in 2020 and in the US in 2024. We are now working on scaling our customer base exponentially. As a member of the Product team, you will play a key role in helping us achieve our ambitious goals. The Zable credit card is a Mobile App-first product targeted at the credit builder customer segment in the UK and the US. We give customers the power to build their credit rating over time while offering them a flexible line of credit that meets their spending needs sustainably. This role will cover all aspects of credit card product management, and you will be given the freedom to define new features and manage projects end to end, including: Shaping our mobile App experience to empower customers to manage their finances Optimising how we acquire new customers for speed and efficiency Improving our underwriting capabilities to support best-in-class credit decisions Building tools which maximise efficiency for our Customer Service and Fraud teams Finding new ways to support customers who may be experiencing financial difficulty PMs at Lendable work closely with teams such as Engineering, Credit, Growth and Operations to drive their product and take the business to the next level. It's your job to break down complex tasks into bite sized deliverables and prioritise projects according to their maximum impact. While high quality delivery is a key part of this role, we encourage all our teams to look at the big picture and help Lendable grow. What we're looking for Experience in a product, analytical or commercial role within Tech, Finance or Management Consulting Bonus: Experience working in start-up/scale-up environment preferred but not required Bonus: Experience in credit cards, lending, or fintech is a plus, but not a requirement A bias for action: you move fast, get things done, and iterate quickly based on feedback Possess high attention to detail and a "sweat the small things" approach to delivering a high quality product to our customers Are data-driven: you are comfortable challenging assumptions or being challenged to ensure good decisions are supported by data. What you'll be working on Own and drive the strategy, execution, and growth of a vertical within our expanding cards business. Managing the delivery of our credit card proposition; define product roadmaps, break down complex problems into actionable steps, and prioritise ruthlessly based on impact. Champion data-driven decision-making, measuring outcomes, and iterating quickly based on learnings. Working alongside other Product Managers and an Engineering Team to define the product roadmap Testing and measuring the impact of new releases and experiments Liaising across teams (data science, Operations, developers etc.) to deliver new features and ideas Navigate a fast-paced, evolving fintech landscape, balancing innovation with compliance and risk management. Partnering with design to ensure our customers' needs are always at the heart of what we're building How you will contribute to the Product Team's objectives Autonomy; you are comfortable managing a product line Prioritising product features independently Creating new features based on discussions and requirements from the wider business Running standups and weekly planning sessions with the engineering team Being accountable for product delivery and the commercial impacts Collaborating with other business teams, allowing you to make many small decisions that impact features within the product Optimising developer time with an engineering mindset to maximise business impact Identifying bottlenecks early and working out the dependencies that may block the product development well ahead of time Problem solving; consistently breaking down complex business problems into bite sized chunks. Complex tasks don't intimidate you and you are able to break down a complex problem into parts Analysis; you have experience with numerical analysis - at least excel, ideally some SQL. We will teach you the tools (SQL), but you need to feel very comfortable with numbers. You have used data to drive real-world actions Communication and leadership skills; you can communicate clearly and succinctly, orally and in writing; you enjoy a lively discussion. You effortlessly adjust your communication to suit your audience, from business owners to engineers. You don't have a massive ego and you are happy to change your mind when presented with a good argument Collaboration; you have established close relationships with key stakeholders across data science, developers, compliance, customer service allowing you to quickly assemble cross functional teams for product delivery Working at speed; you make things happen. You are not afraid to roll up your sleeves and take responsibility for implementation and design decisions. You work at speed and enjoy a healthy dose of pressure Process management; a solid understanding of the software development life cycle and how product can support each stage Agility; not just Agile (Scrum or Kanban would be nice) but adaptability to thrive in an unstructured, fast-moving and constantly evolving high growth environment Interview process A Quick introduction call with someone from the Talent Team or Product Team A take-home exercise to complete in your own time + take-home debrief (via video) Final rounds: Cultural Interview with some wider team leads MD interview Head of Product / Group PM interview CPO 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 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 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 an experienced, strategic, and data-driven Senior Product Manager (PM) to join our Credit Card Product team. We launched our Credit Card in the UK in 2020 and in the US in 2024. We are now working on scaling our customer base exponentially. As a member of the Product team, you will play a key role in helping us achieve our ambitious goals. The Zable credit card is a Mobile App-first product targeted at the credit builder customer segment in the UK and the US. We give customers the power to build their credit rating over time while offering them a flexible line of credit that meets their spending needs sustainably. This role will cover all aspects of credit card product management, and you will be given the freedom to define new features and manage projects end to end, including: Shaping our mobile App experience to empower customers to manage their finances Optimising how we acquire new customers for speed and efficiency Improving our underwriting capabilities to support best-in-class credit decisions Building tools which maximise efficiency for our Customer Service and Fraud teams Finding new ways to support customers who may be experiencing financial difficulty PMs at Lendable work closely with teams such as Engineering, Credit, Growth and Operations to drive their product and take the business to the next level. It's your job to break down complex tasks into bite sized deliverables and prioritise projects according to their maximum impact. While high quality delivery is a key part of this role, we encourage all our teams to look at the big picture and help Lendable grow. What we're looking for Experience in a product, analytical or commercial role within Tech, Finance or Management Consulting Bonus: Experience working in start-up/scale-up environment preferred but not required Bonus: Experience in credit cards, lending, or fintech is a plus, but not a requirement A bias for action: you move fast, get things done, and iterate quickly based on feedback Possess high attention to detail and a "sweat the small things" approach to delivering a high quality product to our customers Are data-driven: you are comfortable challenging assumptions or being challenged to ensure good decisions are supported by data. What you'll be working on Own and drive the strategy, execution, and growth of a vertical within our expanding cards business. Managing the delivery of our credit card proposition; define product roadmaps, break down complex problems into actionable steps, and prioritise ruthlessly based on impact. Champion data-driven decision-making, measuring outcomes, and iterating quickly based on learnings. Working alongside other Product Managers and an Engineering Team to define the product roadmap Testing and measuring the impact of new releases and experiments Liaising across teams (data science, Operations, developers etc.) to deliver new features and ideas Navigate a fast-paced, evolving fintech landscape, balancing innovation with compliance and risk management. Partnering with design to ensure our customers' needs are always at the heart of what we're building How you will contribute to the Product Team's objectives Autonomy; you are comfortable managing a product line Prioritising product features independently Creating new features based on discussions and requirements from the wider business Running standups and weekly planning sessions with the engineering team Being accountable for product delivery and the commercial impacts Collaborating with other business teams, allowing you to make many small decisions that impact features within the product Optimising developer time with an engineering mindset to maximise business impact Identifying bottlenecks early and working out the dependencies that may block the product development well ahead of time Problem solving; consistently breaking down complex business problems into bite sized chunks. Complex tasks don't intimidate you and you are able to break down a complex problem into parts Analysis; you have experience with numerical analysis - at least excel, ideally some SQL. We will teach you the tools (SQL), but you need to feel very comfortable with numbers. You have used data to drive real-world actions Communication and leadership skills; you can communicate clearly and succinctly, orally and in writing; you enjoy a lively discussion. You effortlessly adjust your communication to suit your audience, from business owners to engineers. You don't have a massive ego and you are happy to change your mind when presented with a good argument Collaboration; you have established close relationships with key stakeholders across data science, developers, compliance, customer service allowing you to quickly assemble cross functional teams for product delivery Working at speed; you make things happen. You are not afraid to roll up your sleeves and take responsibility for implementation and design decisions. You work at speed and enjoy a healthy dose of pressure Process management; a solid understanding of the software development life cycle and how product can support each stage Agility; not just Agile (Scrum or Kanban would be nice) but adaptability to thrive in an unstructured, fast-moving and constantly evolving high growth environment Interview process A Quick introduction call with someone from the Talent Team or Product Team A take-home exercise to complete in your own time + take-home debrief (via video) Final rounds: Cultural Interview with some wider team leads MD interview Head of Product / Group PM interview CPO 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!
Lendable
City, London
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 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 an experienced, analytical and customer-first Senior Product Manager to join our New Products team, where you'll work closely with one other PM to own all new products together, incubating breakthrough financial products from 0 1 and scaling them to millions of users. In our flat structure with high ownership, you'll have a direct impact on Lendable's next growth vectors, working in small teams of exceptional people who find smarter solutions than the status quo. You'll report to the Senior PM and take day-to-day ownership of cross-functional squads exploring entirely new product opportunities beyond our core lending products. Recent examples of new product launches just in the last few months include Zable Mobile SIM cards and Car Insurance. Why join our 'New Products' team? High ownership: Take full ownership of product lines from day one in our flat organisational structure Exceptional team: Work alongside some of the industry's best engineers, designers, and strategists Real impact: Your products will directly improve financial outcomes for millions of customers Cutting-edge technology: Build with new data sources, machine learning, and AI to automate complex processes Growth opportunity: Join during our expansion into the massive UK and US markets What you'll be doing Strategise: Define the future of consumer finance Work closely with the VP of Strategy and Senior PM to develop product strategies that serve customers now and 5-10+ years out, thinking deeply about how new financial products can transform lives Synthesise market data, customer insights, and business analysis into clear product and business strategies Explore how AI can solve complex consumer financial problems and create competitive advantages Build: Lead 0 1 product development Take ideas from initial concept through validation, MVP launch, and early scaling Generate and test product concepts that resonate with target audiences, establishing clear success criteria Define scope and trade-offs to rapidly get MVPs into users' hands for the most promising opportunities Understand and validate key financial assumptions needed to ensure products are significantly revenue additive at scale Operate: Drive execution at the lowest level of detail Full product line ownership: Independently manage and prioritise product features, making daily decisions that directly impact product direction Hands on team leadership: Run stand ups and weekly planning sessions with engineering teams, working with an engineering mindset to optimise developer time for maximum business impact Get your hands dirty with direct customer research, user interviews, and data analysis using SQL to uncover product insights Work shoulder to shoulder with engineers on technical implementation decisions and troubleshooting Collaborate directly with designers on wireframes, prototypes, and user experience flows Identify bottlenecks early and map out dependencies that could block product development well ahead of time Roll up your sleeves with Finance and operations to map out scaling dependencies and lead times Take bias for action approach-don't wait for perfect data, make informed decisions and iterate quickly Partner hands on with marketing on value propositions, messaging, and user acquisition strategies Continuously validate assumptions through direct user testing and product analytics as products scale Collaborate: Enable cross functional success Work closely with business teams to create new features based on wider business requirements, making countless small decisions that shape the product Excel at working with engineering, product design, data science, marketing, and strategy functions, with the ability to to create and hold your cross functional partners accountable towards a common vision Align diverse stakeholders around new initiatives through strong communication and influencing skills Lead end to end discovery, ideation, and validation with cross functional squads What we're looking for Essential experience Product management experience: 3+ years building products and 2+ years in a product, strategy or analytics role - ideally with demonstrated success taking ideas from concept through launch and early scaling 0 1 expertise: Proven track record incubating and launching new products in fast paced, high ambiguity environments Experimentation mastery: Strong experience with A/B testing, experimentation frameworks, and data driven product development Technical fluency: Comfortable with SQL and numerical analysis, and ideally some coding; able to dive deep into data to drive product decisions Core capabilities Risk taking mindset: Comfortable with ambiguity and willing to make bold bets on unproven concepts Strategic thinking: Exceptional ability to synthesise complex information into clear product strategies Operational excellence: Strong prioritisation skills with ability to say "no" and stay focused on highest impact work Stakeholder management: Track record aligning diverse teams around new initiatives and communicating trade offs clearly Leadership communication: Ability to influence and communicate effectively with senior leadership, presenting complex product decisions and strategy with clarity and confidence Ideal background Experience in consumer financial products, fintech, or adjacent industries (strong plus) Background working in startup or scale up environments with flat organisational structures Deep curiosity about emerging technologies and their applications in finance Ready to help build the future of consumer finance? We'd love to hear from you. Interview process A Quick introduction call with someone from the Talent Team A take home exercise - 7 days to complete Take home task debrief and in person case study - Hiring manager + 1 more PM Final round: Cognitive test 35 minutes MD interview 45 minutes Product interview (case study) - 2 PMs 1 hour Eng interview - 2 Engineers 45 minutes CPO 30 minutes 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 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 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 an experienced, analytical and customer-first Senior Product Manager to join our New Products team, where you'll work closely with one other PM to own all new products together, incubating breakthrough financial products from 0 1 and scaling them to millions of users. In our flat structure with high ownership, you'll have a direct impact on Lendable's next growth vectors, working in small teams of exceptional people who find smarter solutions than the status quo. You'll report to the Senior PM and take day-to-day ownership of cross-functional squads exploring entirely new product opportunities beyond our core lending products. Recent examples of new product launches just in the last few months include Zable Mobile SIM cards and Car Insurance. Why join our 'New Products' team? High ownership: Take full ownership of product lines from day one in our flat organisational structure Exceptional team: Work alongside some of the industry's best engineers, designers, and strategists Real impact: Your products will directly improve financial outcomes for millions of customers Cutting-edge technology: Build with new data sources, machine learning, and AI to automate complex processes Growth opportunity: Join during our expansion into the massive UK and US markets What you'll be doing Strategise: Define the future of consumer finance Work closely with the VP of Strategy and Senior PM to develop product strategies that serve customers now and 5-10+ years out, thinking deeply about how new financial products can transform lives Synthesise market data, customer insights, and business analysis into clear product and business strategies Explore how AI can solve complex consumer financial problems and create competitive advantages Build: Lead 0 1 product development Take ideas from initial concept through validation, MVP launch, and early scaling Generate and test product concepts that resonate with target audiences, establishing clear success criteria Define scope and trade-offs to rapidly get MVPs into users' hands for the most promising opportunities Understand and validate key financial assumptions needed to ensure products are significantly revenue additive at scale Operate: Drive execution at the lowest level of detail Full product line ownership: Independently manage and prioritise product features, making daily decisions that directly impact product direction Hands on team leadership: Run stand ups and weekly planning sessions with engineering teams, working with an engineering mindset to optimise developer time for maximum business impact Get your hands dirty with direct customer research, user interviews, and data analysis using SQL to uncover product insights Work shoulder to shoulder with engineers on technical implementation decisions and troubleshooting Collaborate directly with designers on wireframes, prototypes, and user experience flows Identify bottlenecks early and map out dependencies that could block product development well ahead of time Roll up your sleeves with Finance and operations to map out scaling dependencies and lead times Take bias for action approach-don't wait for perfect data, make informed decisions and iterate quickly Partner hands on with marketing on value propositions, messaging, and user acquisition strategies Continuously validate assumptions through direct user testing and product analytics as products scale Collaborate: Enable cross functional success Work closely with business teams to create new features based on wider business requirements, making countless small decisions that shape the product Excel at working with engineering, product design, data science, marketing, and strategy functions, with the ability to to create and hold your cross functional partners accountable towards a common vision Align diverse stakeholders around new initiatives through strong communication and influencing skills Lead end to end discovery, ideation, and validation with cross functional squads What we're looking for Essential experience Product management experience: 3+ years building products and 2+ years in a product, strategy or analytics role - ideally with demonstrated success taking ideas from concept through launch and early scaling 0 1 expertise: Proven track record incubating and launching new products in fast paced, high ambiguity environments Experimentation mastery: Strong experience with A/B testing, experimentation frameworks, and data driven product development Technical fluency: Comfortable with SQL and numerical analysis, and ideally some coding; able to dive deep into data to drive product decisions Core capabilities Risk taking mindset: Comfortable with ambiguity and willing to make bold bets on unproven concepts Strategic thinking: Exceptional ability to synthesise complex information into clear product strategies Operational excellence: Strong prioritisation skills with ability to say "no" and stay focused on highest impact work Stakeholder management: Track record aligning diverse teams around new initiatives and communicating trade offs clearly Leadership communication: Ability to influence and communicate effectively with senior leadership, presenting complex product decisions and strategy with clarity and confidence Ideal background Experience in consumer financial products, fintech, or adjacent industries (strong plus) Background working in startup or scale up environments with flat organisational structures Deep curiosity about emerging technologies and their applications in finance Ready to help build the future of consumer finance? We'd love to hear from you. Interview process A Quick introduction call with someone from the Talent Team A take home exercise - 7 days to complete Take home task debrief and in person case study - Hiring manager + 1 more PM Final round: Cognitive test 35 minutes MD interview 45 minutes Product interview (case study) - 2 PMs 1 hour Eng interview - 2 Engineers 45 minutes CPO 30 minutes 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!
Lendable
City, London
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 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