Head of Customer Operations

Head of Customer Operations (London, Hybrid) – £650pd – inside IR35

You will be responsible for establishing the full customer operations capability for a fast growing fintech business. This role covers customer operations, financial crime operations, credit and operational resilience.

Key Responsibilities:

• Build the Operating Model: Design all customer, financial crime, and credit operations processes from the ground up, ensuring readiness for regulatory approval and launch
• Operational Leadership: Define service standards, operational workflows, team structures, and escalation frameworks across all core functions
• Governance & Compliance: Oversee performance, SLAs, quality, and adherence to regulatory requirements under a third‑party delivery model once live
• Operational Resilience: Lead the full resilience programme, including identification of important business services, impact tolerance setting, mapping, scenario testing, and remediation
• Customer Outcomes: Embed Consumer Duty principles and ensure consistently fair customer outcomes across all operational decisions
• AI & Automation: Drive efficiency and scalability through automation, workflow optimisation, and data‑driven performance management
• Cross‑Functional Collaboration: Work closely with Technology, Product, Risk, Compliance and Finance to align operational execution with business strategy

Candidate Profile

• Senior‑level experience leading customer operations in a UK regulated financial services environment
• Demonstrable experience designing operational processes from scratch
• Strong knowledge of financial crime operations and credit operations
• Proven track record in governing outsourced or third‑party operational delivery
• Experience in operational resilience programmes
• Technologically confident, with understanding of AI‑enabled operating models
• Clear, credible communicator with strong stakeholder management skills

Desirable

• Background in challenger, fintech, lending or payments
• Experience with modern CRM and service platforms

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