Customer Operations Manager

Brocc is a technology-driven financial services company offering smarter and fairer lending, savings and debt management solutions. Since 2016 we have grown from a peer-to-peer platform into a pan-European business active across 15 markets, with local presence in Sweden, Finland and the United Kingdom — offering consumer lending, savings accounts backed by the national deposit guarantee scheme, and one of Europe's leading specialised platforms for managing unsecured non-performing loans. Customer Operations is where that promise meets the customer. Now we are looking for a Customer Operations Manager to lead a team of 6–10 people across Customer Service, Customer Onboarding and Backoffice/Lending Operations. Today these areas sit close together, but not yet as one operation. Your job is to build one team with a shared culture, shared standards and a shared view of performance — and to bring the energy that makes people want to be part of it. This is a broad, hands-on leadership role. You will work close to the team and close to the work: coaching, unblocking and stepping in operationally when the day requires it. We care more about ambition and potential than seniority — if you want scope, speed and the chance to build an operation rather than inherit one, this role is for you. What you'll do You own the day-to-day operation and build it into something that scales with us. In practice: - Lead, coach and develop the team, and help each person grow - Set the tone for energy, accountability and a strong winning culture - Own day-to-day operations: capacity, workload and prioritisation - Track performance: service levels, quality, productivity and backlogs - Roll up your sleeves and do the work yourself when there is a gap or a peak - Improve customer journeys and operational processes - Find opportunities to automate, simplify and use technology better - Work closely with Product, Tech, Data, AML, Legal and other stakeholders - Turn business and regulatory requirements into practical operational execution Who you are We are looking for a hands-on leader who is as close to the customer as to the team: - 2–5 years of people leadership experience, ideally from a high-volume consumer business — consumer tech, e-commerce, subscription, telco, fintech or similar - A strong coach who creates energy around them - A hands-on mindset — happy to jump in and fill gaps when needed - Customer obsessed and commercially minded - Structured and data-driven - Comfortable driving change, with a clear bias for action - Experience from a regulated industry such as banking or lending is a plus but not a requirement What success looks like In your first year you have achieved: - An engaged team with high ownership and people visibly growing - Customer Service, Onboarding and Backoffice running as one operation - Service levels, quality and backlogs under control, and predictable as volumes grow - Clear priorities that stakeholders trust - Manual work measurably reduced through automation and simplification - Risk and regulatory requirements handled as a normal part of how the team works Why Brocc? We are a ~70-person team backed by Cerberus Capital Management, with teams in Stockholm, Helsinki and London. You will join at a pivotal moment in our growth, with real ownership of your area and direct visibility to senior leadership. We move fast, we value people who take initiative, and we are building a financial services company that genuinely changes how consumers experience finance. Sound like you? We'd love to hear from you – send us your application and let's talk.