Head of Operations; Auto​/Secured lending

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

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.

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…