Customer Operations Manager

Brocc is a technology-driven financial services company offering smarter and fairer lending, savings and debt management solutions. Since 2016 we have grown from a peer-to-peer platform into a pan-European business active across 15 markets, with local presence in Sweden, Finland and the United Kingdom - offering consumer lending, savings accounts backed by the national deposit guarantee scheme, and one of Europe's leading specialised platforms for managing unsecured non-performing loans.

Customer Operations is where that promise meets the customer. Now we are looking for a Customer Operations Manager to lead a team of 6-10 people across Customer Service, Customer Onboarding and Backoffice/Lending Operations. Today these areas sit close together, but not yet as one operation. Your job is to build one team with a shared culture, shared standards and a shared view of performance - and to bring the energy that makes people want to be part of it.

This is a broad, hands-on leadership role. You will work close to the team and close to the work: coaching, unblocking and stepping in operationally when the day requires it. We care more about ambition and potential than seniority - if you want scope, speed and the chance to build an operation rather than inherit one, this role is for you.

What you'll do

You own the day-to-day operation and build it into something that scales with us. In practice:

• Lead, coach and develop the team, and help each person grow

• Set the tone for energy, accountability and a strong winning culture

• Own day-to-day operations: capacity, workload and prioritisation

• Track performance: service levels, quality, productivity and backlogs

• Roll up your sleeves and do the work yourself when there is a gap or a peak

• Improve customer journeys and operational processes

• Find opportunities to automate, simplify and use technology better

• Work closely with Product, Tech, Data, AML, Legal and other stakeholders

• Turn business and regulatory requirements into practical operational execution

Who you are

We are looking for a hands-on leader who is as close to the customer as to the team:

• 2-5 years of people leadership experience, ideally from a high-volume consumer business - consumer tech, e-commerce, subscription, telco, fintech or similar

• A strong coach who creates energy around them

• A hands-on mindset - happy to jump in and fill gaps when needed

• Customer obsessed and commercially minded

• Structured and data-driven

• Comfortable driving change, with a clear bias for action

• Experience from a regulated industry such as banking or lending is a plus but not a requirement

What success looks like

In your first year you have achieved:

• An engaged team with high ownership and people visibly growing

• Customer Service, Onboarding and Backoffice running as one operation

• Service levels, quality and backlogs under control, and predictable as volumes grow

• Clear priorities that stakeholders trust

• Manual work measurably reduced through automation and simplification

• Risk and regulatory requirements handled as a normal part of how the team works

Why Brocc?

We are a ~70-person team backed by Cerberus Capital Management, with teams in Stockholm, Helsinki and London. You will join at a pivotal moment in our growth, with real ownership of your area and direct visibility to senior leadership. We move fast, we value people who take initiative, and we are building a financial services company that genuinely changes how consumers experience finance.

Sound like you? We'd love to hear from you - send us your application and let's talk.

Department Consumer Finance Locations Stockholm Employment type Full-time