Head of Customer and Lending Operations (Retail Banking)

Location: Hybrid role based in Manchester or London, United Kingdom, with office attendance expected 2 to 3 times per week. Working hours are Monday to Friday, 9am to 5.30pm.

Company

hirify.global is a fully regulated UK bank building technology-driven retail banking products focused on simpler, fairer and more transparent everyday banking.

What you will do

• Develop and implement the customer and lending operations strategy in line with the bank’s goals and product roadmap.
• Lead customer operations across live chat, email, phone and social media, as well as lending servicing and collections.
• Set service standards and monitor KPIs covering service levels, quality, productivity and customer outcomes.
• Oversee the customer journey from onboarding and loan origination through servicing, repayment and collections.
• Improve processes, quality controls, technology and automation to increase efficiency and customer satisfaction.
• Manage budgets, resources, workforce planning, operational risks and regulatory controls while building and developing the management team.

Requirements

• Substantial experience leading customer operations in retail banking with practical lending experience.
• Strong understanding of the customer journey, lending operations, financial difficulty and customer vulnerability.
• Proven experience leading managers, developing leadership skills and managing performance fairly.
• Experience improving customer service and operational processes to support growth and efficiency.
• Knowledge of operational risk, controls and regulatory requirements relevant to retail banking and lending.
• Strong stakeholder management skills and experience collaborating with Product, Technology, Credit Risk and Compliance.

Culture & Benefits

• Hybrid working with equipment provided, including a MacBook and support for a home office setup.
• 25 days of annual leave, 8 bank holidays, an additional hirify.global bank holiday and a birthday day off.
• Three personal days and up to four hours of employer-sponsored volunteering time each month.
• Workplace pension with a 5% employee contribution and a 3% employer contribution.
• Private healthcare for employees and immediate family, mental health support and enhanced parental leave.
• Cycle to Work scheme, Electric Car scheme and development opportunities as the bank grows.