Customer Operations Manager

<p><span>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.</span></p><div><p><span>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.</span></p><p></p></div><div><p><span>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.</span></p></div><div><h5><span>What you'll do</span></h5></div><div><p><span>You own the day-to-day operation and build it into something that scales with us. In practice:</span></p></div><div><ul><li><p><span>Lead, coach and develop the team, and help each person grow</span></p></li></ul></div><div><ul><li><p><span>Set the tone for energy, accountability and a strong winning culture</span></p></li></ul></div><div><ul><li><p><span>Own day-to-day operations: capacity, workload and prioritisation</span></p></li></ul></div><div><ul><li><p><span>Track performance: service levels, quality, productivity and backlogs</span></p></li></ul></div><div><ul><li><p><span>Roll up your sleeves and do the work yourself when there is a gap or a peak</span></p></li></ul></div><div><ul><li><p><span>Improve customer journeys and operational processes</span></p></li></ul></div><div><ul><li><p><span>Find opportunities to automate, simplify and use technology better</span></p></li></ul></div><div><ul><li><p><span>Work closely with Product, Tech, Data, AML, Legal and other stakeholders</span></p></li></ul></div><div><ul><li><p><span>Turn business and regulatory requirements into practical operational execution</span></p></li></ul></div><div><h5><span>Who you are</span></h5></div><div><p><span>We are looking for a hands-on leader who is as close to the customer as to the team:</span></p></div><div><ul><li><p><span>2–5 years of people leadership experience, ideally from a high-volume consumer business — consumer tech, e-commerce, subscription, telco, fintech or similar</span></p></li></ul></div><div><ul><li><p><span>A strong coach who creates energy around them</span></p></li></ul></div><div><div><ul><li><p><span>A hands-on mindset — happy to jump in and fill gaps when needed</span></p></li></ul></div><div><ul><li><p><span>Customer obsessed and commercially minded</span></p></li></ul></div><div><ul><li><p><span>Structured and data-driven</span></p></li></ul></div><div><ul><li><p><span>Comfortable driving change, with a clear bias for action</span></p></li></ul></div><div><ul><li><p><span>Experience from a regulated industry such as banking or lending is a plus but not a requirement</span></p></li></ul></div><div><h5><span>What success looks like</span></h5></div><div><p><span>In your first year you have achieved:</span></p></div><div><ul><li><p><span>An engaged team with high ownership and people visibly growing</span></p></li></ul></div><div><ul><li><p><span>Customer Service, Onboarding and Backoffice running as one operation</span></p></li></ul></div><div><ul><li><p><span>Service levels, quality and backlogs under control, and predictable as volumes grow</span></p></li></ul></div><div><ul><li><p><span>Clear priorities that stakeholders trust</span></p></li></ul></div><div><ul><li><p><span>Manual work measurably reduced through automation and simplification</span></p></li></ul></div><div><ul><li><p><span>Risk and regulatory requirements handled as a normal part of how the te