Note: The job is a remote job and is open to candidates in USA. Bondora is a rapidly growing financial technology company on a mission to make finance easy, transparent, and accessible for everyone. They are seeking a Chief Customer Operations Officer to lead the post-origination customer operations and servicing function across European markets, focusing on building scalable and automated operations in a regulated banking environment.
Responsibilities
- Customer servicing and customer operations across lending and, after licensing, relevant retail depositor servicing flows
- Loan management, repayments, and borrower servicing
- Early and late-stage collections execution
- Recovery operations, including legal recovery pathways across jurisdictions
- First-line AML operations within customer servicing
- Depositor self-service and customer operations processes after licensing
- Servicing systems, workflow automation, data quality, and process integrity
- Operational risk, process controls, audit remediation, and evidence quality within the function
- Cross-country execution and performance management
- The operating cadence, dashboards, controls, and incident discipline required to run the function reliably at scale
- Translating approved credit and customer strategies into automated, measurable, and controlled execution
- Designing and improving workflows, customer journeys, subprocesses, states, queues, ownership, handoffs, SLAs, severity levels, and escalation logic
- Building the control system for automated operations, including monitoring, alerts, QA, sampling, audit trails, reconciliation, defect tracking, and process health dashboards
- Ensuring the cases automation cannot handle are routed to the right owner with the right information, SLA, severity, and escalation path
- Running operational deviations as incidents: detect, triage, contain, fix, communicate, and prevent recurrence
- Identifying manual work that should not exist and removing it through automation, simplification, policy change, tooling change, or process redesign
- Prioritising operational improvements by customer harm, financial impact, regulatory risk, operational volume, and reversibility
- Strengthening process controls, audit evidence, data quality, and system integrity across servicing, repayment allocation, customer communications, registry reporting, depositor servicing flows, and first-line AML execution
- Leading cross-functional execution with Product, Engineering, Data, Risk, Legal, Compliance, and country teams
- Building the operating cadence: daily and weekly performance reviews, incident reviews, control reviews, automation roadmap, RCA discipline, and clear ownership
- Ensuring the function can scale without simply adding manual work, headcount, and management layers
Skills
- Ability to build and run scalable, automated, measurable, and controlled operations in a regulated banking environment
- Experience in customer servicing and customer operations across lending
- Experience in loan management, repayments, and borrower servicing
- Experience in early and late-stage collections execution
- Experience in recovery operations, including legal recovery pathways across jurisdictions
- Experience in first-line AML operations within customer servicing
- Experience in servicing systems, workflow automation, data quality, and process integrity
- Experience in operational risk, process controls, audit remediation, and evidence quality
- Experience in cross-country execution and performance management
- Experience in building the operating cadence, dashboards, controls, and incident discipline required to run the function reliably at scale
- Ability to translate approved credit and customer strategies into automated, measurable, and controlled execution
- Ability to design and improve workflows, customer journeys, subprocesses, states, queues, ownership, handoffs, SLAs, severity levels, and escalation logic
- Ability to build the control system for automated operations, including monitoring, alerts, QA, sampling, audit trails, reconciliation, defect tracking, and process health dashboards
- Ability to ensure cases automation cannot handle are routed to the right owner with the right information, SLA, severity, and escalation path
- Ability to run operational deviations as incidents: detect, triage, contain, fix, communicate, and prevent recurrence
- Ability to identify manual work that should not exist and remove it through automation, simplification, policy change, tooling change, or process redesign
- Ability to prioritize operational improvements by customer harm, financial impact, regulatory risk, operational volume, and reversibility
- Ability to strengthen process controls, audit evidence, data quality, and system integrity across servicing, repayment allocation, customer communications, registry reporting, depositor servicing flows, and first-line AML execution
- Ability to lead cross-functional execution with Product, Engineering, Data, Risk, Legal, Compliance, and country teams
- Ability to build the operating cadence: daily and weekly performance reviews, incident reviews, control reviews, automation roadmap, RCA discipline, and clear ownership
- Ability to ensure the function can scale without simply adding manual work, headcount, and management layers
- Ability to decompose operations into customer journeys, subprocesses, states, queues, handoffs, ownership, controls, exceptions, and failure modes
- Comfortable moving from Management Board accountability to detailed process inspection
- Strong quantitative and hands-on operations leadership skills
- Understanding of economics to prioritize operational leakage, customer harm, regulatory risk, process improvement, and automation opportunities
- Ability to identify weak execution, system defects, broken ownership, control gaps, and automation failures
- Ability to build the operating model, team structure, hiring plan, and decision discipline required for scale
- Control-conscious without being bureaucratic
- Commercially aware without ignoring customer or regulatory consequences
- Practical enough to fix problems rather than only describe them
- Ability to take formal accountability, escalate material risks, and ensure the function can withstand regulatory, audit, customer, and financial scrutiny
- Senior experience in regulated financial services
- Experience in digital banking and lending
- Experience in debt recovery
- Experience in scaled consumer operations (e.g., marketplaces)
- Experience in regulated high-volume customer operations
- Experience with real production automation, including AI or agentic automation
Benefits
- 5 weeks of vacation
- Private healthcare compensation
- Hobby grant
- Mental healthcare support
- Share options
- Competitive salary
- Endless opportunities (and budget) to expand your skills and skyrocket your career
Company Overview