Customer Operations Manager
NewBrocc 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.