About Lendable
Lendable is on a mission to make consumer finance amazing:faster, cheaper and friendlier.
> We're building one of theworld's leading fintechcompanies and are off to a strong start:
> One of theUK's newest unicornswith a team of just over 400 people
> Among thefastest-growingtech companies in the UK
>Profitablesince 2017
> Backed by top investors includingBalderton CapitalandGoldman Sachs
>Lovedby customers with the best reviews in the market (4.9 across 10,000s of reviews onTrustpilot)
So far, we've rebuilt theBig Threeconsumer 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 with dated systems and painful processes.
Join us if you want to
>Take ownership across a broad remit.You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1
> Work insmall teams of exceptional people, who are relentlessly resourceful to solve problems and find smarter solutions than the status quo
> Build thebest technology in-house, using new data sources, machine learning and AI to make machines do the heavy lifting
About the role
The Financial Support department is responsible for working with customers who areexperiencing financial difficultyand who are struggling to make their contractual payments. Our primary role is tointeract with customersto understand their individual circumstances to ensure we are able to offer a solution which is bothaffordableandsustainableand meets theirindividual needs.
Reporting to theOperations Manager,this pivotal role involvesmanaging,organising, anddevelopinga group of senior agents to ensure our financial support services are delivered efficiently and effectively. The successful candidate willact as a delegatefor the Operations Manager in their Business As Usual (BAU) role, stepping in to makecritical decisionsandmaintain operational continuityin their absence. Responsibilities include handling escalated issues, enhancing team productivity, monitoring performance metrics, delivering against strategic objectives andensuring compliancewith regulatory standards.
What you'll be doing
- Lead, manage, and developa team of senior financial support agents/SME trainers, fostering acollaborativeandhigh-performing environment.
- Act as akey point of contactfor escalated issues and complex customer inquiries,ensuring timelyandeffectiveresolutions.
- Implement strategic plansto enhance productivity and efficiency within the team.
- Monitorandanalyseteamperformanceagainst service standards and KPIs, initiating corrective actions when necessary.
- Providecoachingandmentorshipto team leaders, aiding in their professional growth and skill development.
- Collaborate with other departments tostreamlineprocesses, enhance systems and improve the overall customer experience.
- Ensure the smooth delivery of our colleague onboarding through recruitment and training whilst working with stakeholders to make improvements to how this is facilitated.
- Prepare and present regular reportson team performance, challenges, and achievements to senior management.
- Act as a delegatefor the Operations Manager, assuming responsibility for critical decisions and maintaining operational flow during their absence.
- Ensure compliancewith all company policies and regulatory requirements affecting the financial support sector.
- Participate in recruitment, hiring,andtrainingprocesses for new team members.
Your profile
- Minimum of 5 yearsof experience in afinancialservicesrole withat least 3 years in Financial Supportinleadershipormanagerialpositions.
- Strong understanding offinancial processes,customer service operations, andperformancemetrics.
- Excellent leadership,communication, and interpersonal skills.
- Provenability to manageandresolvecomplex customer issues.
- Stronganalyticalandproblem-solving skills.
- Proficient inMSOfficeand financial management software.
- Ability to work under pressure andmanage multiple priorities.
What you'll need to succeed
- Good understanding ofprocedures, systems and processeswithin the department
- Good understanding ofcoaching as a disciplineand able to apply knowledge and experience to coaching colleagues
- Logicalandmethodicalapproach to evaluate situations and select appropriate solutions based on experience and an understanding of procedures.
- Strong prioritisation skills,ability to organise allocate and review work items to colleagues they are coaching
- Resilientandcalmapproach when faced with difficult situations
- Able toadapt written and verbal communicationto an individual's needs.
- Rapportbuildingwith colleagues and customers
> The opportunity to scale up one of theworld's most successfulfintech companies.
>Best-in-classcompensation, including equity.
>You can work from homeevery Monday and Fridayif you wish - on the other days we all come together IRL to be together, build and exchange ideas.
>Our in-house chefprepares fresh, healthy lunches in the office every Tuesday-Thursday
> We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes toprivate health insurance
> ?We're anequal opportunity employerand are looking to make Lendable the most inclusive and open workspace in London
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