Strategy & Operations Manager (US Back Office) in London

Lendable is hiring a Strategy & Operations Manager (US Back Office), (UK-based) to join our Operations function. This is a role for someone from an analytical or operational background who is unusually good at getting to the bottom of a problem and making something happen.

You will take full ownership of fraud and complaints at Lendable (US). Understanding how things work today, identifying what needs to change, and leading the work that fixes it. You do not need to have done this specific job before. We are looking for someone who thinks clearly, works from data, and can manage real casework alongside building the processes and tools that reduce how much of it there is.

• Own the function end-to-end: Embed into fraud and complaints operations, map current processes, and redesign them from first principles. Identify what can be automated, what needs better tooling, and where the biggest risks sit. Be the person who understands this part of the business better than anyone else.
• Run the casework: Manage day-to-day fraud investigations and customer complaints alongside the team, ensuring cases are resolved accurately, quickly, and in line with regulatory requirements. Keep clear records so every decision can be explained and audited.
• Drive improvement through data: Pull and interpret data yourself to surface patterns - in fraud typologies, complaint root causes, and resolution quality. Define the metrics that matter, build the reporting to track them, and translate findings into clear recommendations for senior leadership.
• Stay current: Keep on top of what is happening in the world of fraud; new attack vectors, regulatory developments, and industry best practices. Bring that knowledge into how we operate and share it across the team.
• Deliver improvement projects: Scope and execute projects that make the fraud and complaints function better: faster, more accurate, less manual. Work cross-functionally with Product, Engineering, and Compliance to bring initiatives to completion and confirm they are working as intended.
• Manage vendor relationships: Own relationships with any third-party providers that support fraud detection or complaints handling. Set clear performance expectations, track delivery, and escalate where things are not working.

• A track record of owning and delivering complex projects in a fast-moving environment. The subject matter does not have to be fraud or complaints specifically.
• Strong hands-on analytical ability: comfortable pulling and interpreting data yourself, not just commissioning it from someone else.
• Clear, direct communicator who can explain complicated situations simply - in writing, in a deck, and in a room with senior stakeholders.
• Lateral thinker willing to challenge how things have always been done.
• Comfortable managing a mixed workload and team: some of this role is structured project work, some is reactive case handling, and the balance will shift.
• Genuine interest in how technology and AI are changing how operational functions should be built.
• Experience in financial services or a regulated environment is useful but not required. We value transferable skills and fresh perspectives.

• A 30-minute conversation with a member of our Talent team.
• A 15-minute cognitive assessment.
• A 45-minute case study.
• Final interviews with the Principal of Operations, COO and US MD.

This role is based in Lendable's London office. Given the US market focus, working hours can be adjusted to provide meaningful overlap with US time zones. The exact schedule will be agreed on hire but initial hours are 10am - 7pm UK time.

Lendable is on a mission to build the world's best technology to help people get credit and save money. Founded in 2014, profitable since 2017, unicorn in 2021, backed by Balderton, Goldman Sachs and Ontario Teachers' Pension Plan. Loved by customers & employees with top reviews on Glassdoor and Trustpilot.

So far, we've rebuilt the big three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers' hands in minutes instead of days. We're growing fast, and there's a lot more to do. We're going after the two biggest Western markets (UK and US) where trillions are held by big banks with dated systems and painful processes.

• The opportunity to scale up one of the world's most successful fintech companies.
• Best-in-class compensation, including equity.
• You can work from home every Monday and Friday if you wish - on the other days we all come together IRL to be together, build and exchange ideas.
• Our in-house chefs prepare fresh, healthy lunches in the office every Tuesday-Thursday.
• We care for our Lendies' well-being both physically and mentally, so we offer coverage when it comes to private health insurance.
• We're an equal opportunity employer and are keen to make Lendable the most inclusive and open workspace in London.