Director, Credit Risk, Lending
Airwallex
Head of Customer Operations
Moneybox
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Lead
About the role
- Lead and scale Moneybox’s Core Customer Operations, AML Operations (including KYB), and Pension Operations.
- Ensure functions operate with accuracy, efficiency, and regulatory compliance.
- Design and execute a future-proof operating model to support growth and operational excellence.
- Allocate capacity, drive process efficiency and automation, and partner on forecasts and talent planning.
- Define SLAs/KPIs, track results, and generate insights to reduce avoidable contact and improve effectiveness.
- Maintain oversight of Consumer Duty, AML, and CASS obligations, managing reporting, remediation, and escalation.
- Build strong cross-functional partnerships with Product, Engineering, Compliance, and Finance.
Requirements
- Proven leadership of large-scale operational functions, ideally including regulated environments such as financial services, pensions, or AML.
- Strong people leadership experience, with a track record of developing managers and building resilient, high-performing teams.
- Expertise in operational excellence and continuous improvement, including process redesign, automation, and methodologies such as Lean or Six Sigma.
- Skilled in using data and performance metrics (SLAs/KPIs) to drive accountability, efficiency, and service quality.
- Comfortable managing operational risk and compliance obligations, with sound judgement on when and how to escalate.
- Experience across both established organisations and scaling businesses, combining best-practice standards with the pragmatism needed in a high-growth environment.
