Chief Customer Operations Officer

Responsibilities

• The Chief Customer Operations Officer will be responsible for:
• 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: d

Benefits

Additional Information

At Bondora, our mission is simple: to make finance easy, transparent, and accessible for everyone. Founded in 2008, we've helped more than 700,000 customers across Europe borrow and invest effortlessly through our trusted digital products. As a rapidly growing financial technology company, we're reaching new heights with a bold vision. We're set to acquire a banking license, unlocking a world of possibilities for our customers. This transition will allow us to expand our lending across more EU countries and broaden our product suite to deliver even more value. Join us on this journey and let's build the future of finance together! What is this role about? Location: remote, frequent travelling to Tallinn, Estonia, during the first 6 months expected. Bondora is looking for a Chief Customer Operations Officer to join the Management Board and lead the post-origination customer operations and servicing function across Bondora's European markets. The role is about building and running scalable, automated , measurable, and controlled operations in a regulated banking environment. The role owns the operational lifecycle after a customer has entered the business. On the credit side, this includes customer operations, loan management, repayments, collections, recovery, and first-line AML operations within servicing (the credit strategy function owns the economics of credit management decisions). Following receipt of the banking license, the role will also cover the relevant customer operations and self-service processes for retail depositors - excluding ownership of the core deposit product, pricing, treasury, and related monetisation. That means designing and running the workflows, automation, controls, queues, escalation logic, exception handling, monitoring, and operating cadence required to run high-volume customer and credit operations across countries. This is a Management Board position with direct accountability for portfolio performance, customer outcomes, operational risk, regulatory resilience, and execution quality across markets. The function currently manages approximately €550M in performing loans (in addition to non-performing loans), with teams operating across seven countries . The area includes around 60 people , including dedicated product and technology resources, through a matrix structure. The Chief Customer Operations Officer will be responsible for: 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 What you will need to build Bondora needs an operator who can build the operating system, not just inherit one (although 90% of today's work is already automated). You will be expected to build and run a function where: Standard work is automated wherever possible Manual work is treated as a problem to solve, not as a permanent staffing need Exceptions are routed through clear queues, owners, SLAs, severity levels, and escalation paths Operational deviations are detected early and handled like incidents Dashboards show process health, backlog, defects, leakage, customer harm, financial impact, and regulatory exposure Automation is measured, monitored, controlled, and continuously improved Root causes are fixed, not repeatedly worked around Product, Data, Engineering, and Operations operate as one execution system The role requires the ability to decompose operations into customer journeys, subprocesses, states, queues, handoffs, ownership, controls, exceptions, and failure modes. You need to be comfortable moving from Management Board accountability to detailed process inspection.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at bondora? Share your experience