Senior Customer Operations Manager

We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

Were a fast-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in that!

As one of the UKs only subscription finance company in the market, we truly have a unique value proposition. Our mission is very clear; to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we have, and our educational content. We want our members, and everyone in the UK to be able to better manage their finances and steer them away from high-cost, unregulated credit options.

Were a world-class, well-funded, diverse team from over 20 different countries that believes in the product were building and the service were providing for our members. Weve grown significantly in the last 18 months and are evolving our Marketing structure to reflect that.

About The Role

The Senior Customer Operations Manager, Bangalore is responsible for leading the day-to-day delivery, performance, and people management of Customer Operations teams in Bangalore. The role will initially focus on Forbearance and back-office operations and will support the build-out of a Customer Support function to mirror UK operations.

The role owns operational execution, quality, productivity, and team capability, ensuring members experiencing financial difficulty receive fair, empathetic, and compliant outcomes at scale.

This role plays a critical part in scaling Customer Operations in India, embedding consistent standards, developing leaders, and partnering closely with UK stakeholders to ensure strong alignment across sites.

Responsibilities

Operational Leadership & Delivery

• Own day-to-day delivery of Forbearance, Customer Support, and back-office operations in Bangalore, ensuring work is accurate, empathetic, and within SLA
• Maintain strong control of queues, volumes, backlogs, and operational risk indicators
• Ensure consistent application of Customer Operations policies, escalation criteria, and vulnerability frameworks
• Act as the senior escalation point for complex or high-risk operational issues within Bangalore

• Lead, coach, and develop Team Leaders, ensuring strong frontline leadership and sustainable spans of control
• Build a high-performing, engaged, and accountable team culture aligned to Creditspring values
• Set clear performance expectations and hold leaders accountable for quality, productivity, and conduct
• Identify talent, support progression, and address underperformance through structured development plans
• Embed Consumer Duty awareness and regulatory accountability into leadership behaviours and coaching

• Own operational performance across productivity, SLA, QA, and vulnerability outcomes
• Use MI and data to proactively identify risks, trends, and improvement opportunities
• Partner closely with QA to review performance themes and implement corrective actions
• Ensure delivery meets FCA expectations, Consumer Duty standards, and internal governance requirements

• Partner with the Training function to embed new processes, changes, and improvements
• Support rollout of training linked to operational change and performance gaps
• Reinforce consistent application of training through coaching and observation
• Ensure Consumer Duty, FCA conduct, and vulnerability requirements are embedded and evidenced through QA and MI

• Act as the senior operational link between Bangalore and UK Customer Operations leadership
• Provide clear, accurate reporting on performance, capacity, and risk
• Support phased expansion of Bangalore scope in line with agreed transition plans

• Support controlled expansion of Customer Operations activity in Bangalore
• Ensure new work types are introduced with appropriate controls, training, and performance measures
• Contribute to workforce planning, structure design, and succession planning

• Strong SLA, QA, and vulnerability outcomes across Bangalore operations
• Stable productivity and quality during periods of increased demand
• Engaged teams with sustainable spans of control
• Strong alignment and collaboration with UK operations
• Readiness for future scope expansion
• Clear, data-led reporting and decision-making

• Minimum 3 years experience managing customer operations teams in an FCA-regulated environment
• Strong people leadership capability with experience leading leaders
• Operational expertise in forbearance, collections, or complex back-office functions
• Confident using data to manage performance and risk
• Comfortable working across geographies and with senior stakeholders
• Proven ability to scale operations safely and effectively

Dont meet all the listed requirements Research shows that women and people of underrepresented groups often dont apply for jobs unless theyre 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams successes - so if your experience doesnt fit perfectly but this role excites you, wed love for you to apply. Were committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.

Please note that the People Team is contactable only via [HIDDEN TEXT]. Unsolicited emails to other team members will not be actioned.