Customer Operations Manager at Funding Circle
Berlin, DE

Description

 

As a leading FinTech with customers at our core, building a best-in-class customer experience for our 'borrowers' and 'investors' is our top priority.  If you’re genuinely passionate about pursuing top-shelf customer service and building a team to deliver, consider Funding Circle as your next career-defining role.

Did you know 72,000 small businesses have financed their growth with a Funding Circle loan since 2010? We are the world’s leading marketplace for business loans and our mission is to improve the financial world by helping entrepreneurs and the German Mittelstand achieve their goals.  As we keep growing, we need you to continuously improve our customer services.

Due to growth, we are bringing together all our non-sales customer interactions under a single, best-in-class Customer Excellence Team, dedicated to creating strong relations and services to both our investors and borrowers.  You will lead and help build our Loan Operations and Customer Excellence teams.

What will you be responsible for?

  • Bring together our Customer Excellence and Loan Operations Teams
  • Lead, develop and coach teams with a keen focus on employee engagement, setting an ‘Excellence standard’ across all individuals in the team
  • Deliver strategic cross-functional projects in the German market, managing key stakeholder and third party relationships
  • Identifying opportunities for efficiencies geared towards improving borrower and employee experience and financial performance 
  • Build, track & meet key metrics, focusing on quality and speed of service KPIs & SLAs
  • Prioritise work across the team and reshape our offering for our borrowers and investors 
  • Working as part of the broader Global Operations community, be a focal point for Loan Operations and Customer Excellence in Berlin 
  • Presenting ideas, performance and plans to local and global forums as well as senior management. 

 

What will you bring to the role?

  • Demonstrated senior experience (approx 5 years +) leading multi-disciplined operations and customer facing teams in a fast-paced, high-performance environment
  • Passion for coaching and developing teams - you inspire and motivate whilst being a collaborative team member
  • Commercial awareness and experience working with a complex product (B2B or B2C)
  • Experience with cross-functional teamwork and project management of continuous change & improvement delivery 
  • A creative, strategic and forward-thinking mindset
  • Confident in-person and remote presentation skills
  • You model our values - Think Smart, Make It Happen, Be Open, Stand Together & Live The Adventure
  • ***Fluent German and English skills (written and spoken) 

 

  • We are open to a range of industry experience, but a background in financial services, insurance, banking or SaaS would be an advantage

 

So why join us at Funding Circle?

We are a fast moving, innovative FinTech, creating new solutions with the latest tech, data and fantastic service - our people are the core of that success, and we believe in a culture that’s as open and collaborative as it is passionate and ambitious.

  • Walk into a team that champions working smart, standing together and living the adventure.
  • Competitive salary package and Funding Circle stock options.
  • A leadership role with the scope to grow personally and professionally in a fast-paced, high performance culture
  • The opportunity to make an impact in a market-leading fintech and build the world's largest online lending platform
  • Flat hierarchies and a strong team spirit - our talented, multi-cultural team values passion and drive above hierarchies and loves to celebrate success
  • A great working atmosphere and lots of opportunities to bond with colleagues at regular social, sports and volunteering events
  • Comprehensive training on our product portfolio and support in developing your career through our internal learning & development programs and a personal learning budget
  • A relaxed office in the popular “foodie” Bergmannkiez neighbourhood with free breakfast, snacks and drinks, a fully equipped kitchen, table tennis, and the best roof terrace in Kreuzberg 
  • We encourage everyone to learn, grow and go further with personal annual learning budget and our peer-to-peer learning at FC Academy.
  • 25 days annual leave and bank holidays.