Senior Manager - Credit Operations

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Description

Curve was founded with a rebellious spirit, and a lofty vision; to truly simplify your finances, so you can focus on what matters most in life.

That's why Curve puts your finances simply at your fingertips, so you can make smart choices on how to spend, send, see and save your money. We help you control your financial life, so you can go out and live the life you want to live.

With Curve you can spend from all your accounts, track spend behaviour and provide insights, and security to protect you from fraud. For the first time giving you bright insights and control of all your money in one beautiful place.

We're developing a ground-breaking product with our customers at the core. Our user base is growing rapidly and we have exceptional metrics. We have funding from the leading names in tech investment, and a visionary leadership team who wants everyone who joins this remarkable adventure, to have the autonomy to masterfully develop their expertise.

Welcome to Curve. On a mission to help you live inspired.

The Senior Manager - Credit Operations will play a pivotal role in the expansion of Curve's credit offerings by overseeing and scaling all aspects of credit servicing, collections, and operational efficiency. Reporting directly to the General Manager - Credit, this role will be responsible for ensuring smooth lending operations and will lead a team that collaborates closely with departments across Curve, including CX, FinCrime, Product, Engineering, CFO and CRM to refine processes, address service issues, and deliver exceptional customer experiences.

A key initial focus for this role will be driving strategic projects aimed at scaling the credit business, particularly in 2025, by implementing operational changes necessary for growth. This includes leading the Collections 2.0 project, overhauling communication and notification journeys in arrears management and overseeing the migration to Curve's internal Loan Management System. The Senior Manager - Credit Operations will also play a crucial role in the expansion of Curve's credit services beyond the UK, ensuring compliance with local regulations and adapting operational capabilities to new markets. The ideal candidate will bring deep expertise in credit servicing, a strong leadership presence, and a passion for continuous improvement to support Curve's ambitious growth plans.

Key Accountabilities:

Credit Servicing Management:

• Oversee the operations of credit servicing, ensuring efficient handling of account servicing, customer complaints, and payment-related processes for all Curve credit products.
• Lead and execute the collections strategy, focusing on managing delinquent accounts to minimise bad debt while improving customer retention and recoveries.
• Collaborate with Product, Engineering, and CRM teams to optimise arrears management processes, mitigate bugs, and address service delays promptly.
• Manage and develop the Credit Servicing team, ensuring strong collaboration with the CX, FinCrime, and Regulatory Operations functions at Curve.

Regulatory Compliance and Risk Management (1st Line of Defence):

• Ensure all credit operations processes comply with relevant regulatory frameworks, working closely with Compliance, Legal, and Risk teams to maintain high standards.
• Take ownership of quality assurance and 1 LOD responsibilities, ensuring operational compliance, performance monitoring, and adherence to credit policies.

Team Leadership and Development:

• Provide leadership and direction to the Credit team, fostering a high-performance culture and developing team members to meet strategic objectives.
• Ensure alignment across teams to deliver operational excellence and support the growth of Curve's credit products.

International Credit Servicing Expansion:

• Drive the implementation and expansion of credit servicing capabilities outside the UK, ensuring compliance with local regulatory and operational requirements.
• Manage the scaling of credit servicing capacity to support Curve's international growth, including working with external partners as necessary.

Vendor and Partner Management:

• Manage relationships with external credit related service providers, debt collection agencies, and credit technology vendors.
• Ensure compliance with service-level agreements (SLAs) and conduct performance monitoring and quality assurance across all external partnerships.

Operational Scalability and Continuous Improvement:

• Lead and implement strategic operational initiatives to scale Curve's credit business, particularly in H1 2025, by collaborating with Product, Growth, Risk, CRM, and Compliance teams.
• Drive process improvements to reduce operational friction, enhance efficiency, and improve the customer experience.
• Lead cross-functional projects, such as the Collections 2.0 initiative and the migration to Curve's internal Loan Management System.

Technology Implementation and Process Optimization:

• Oversee the implementation of new technologies in credit operations, ensuring efficient processes and seamless integration with internal systems.
• Collaborate with Product and Engineering teams to drive improvements in operational efficiency, including the introduction of new systems or upgrades to current credit servicing platforms.

Skills & Experience:

Arrears Management and Collections Expertise:

• The ideal candidate should bring at least 7+ years of hands-on experience in consumer credit within financial services, with a deep understanding of arrears management and collections strategies.
• Must have experience working directly with customers, including a proven track record in driving customer-centric collections or complaints practices in financial services.

In-depth knowledge of regulatory requirements and compliance in the financial services industry:

• The ideal candidate would have direct experience in a regulated consumer credit environment, with in-depth knowledge of relevant regulations (e.g., FCA in the UK) and the ability to ensure all credit servicing, collections and engagement activities are fully compliant.
• They should have a track record of establishing rigorous risk management frameworks to safeguard operational integrity and uphold high standards of regulatory adherence, ideally in a 1st Line of Defence (1LOD) capacity.

Ability to work collaboratively in a fast-paced, dynamic environment:

• This role requires at least 5+ years in a team management position with significant cross-functional collaboration experience.
• The candidate should have a history of aligning operational activities with compliance, risk, finance, and product teams in a fast-paced, regulated industry, ideally within fintech or consumer credit.
• Experience in managing multi-disciplinary teams, multiple stakeholders and multiple projects is critical.

Experience launching new products and/or in new markets:

• Direct experience in implementing process improvements to drive operational efficiency, preferably within a high-growth financial services environment, the candidate should demonstrate tangible achievements in automating credit operations, reducing manual processes, and deploying innovative technologies.
• The ideal candidate would have experience in expanding credit products and operations across diverse international markets, which would ideally include proven expertise in accommodating regional compliance requirements, cultural variations, and regulatory environments, ideally within a global fintech or financial services firm.

Benefits:

• 25 days plus bank holidays
• Bonus days off for Learning & Development, Mental Wellbeing, Birthday, Moving House & Christmas
• Working abroad policy (up to 60 calendar days per year)
• Bupa Health Insurance (YuLife)
• Life insurance powered by AIG (5x Annual Salary)
• Pension Scheme powered by "People's Pension" (4% Matched)
• EAP (Mental health & wellbeing support, Life coach, Career coach)
• 24/7 GP access (Smart Health via YuLife)
• Annual subscriptions to Meditopia & FIIT for your mind and body (via YuLife)
• Discounted shopping vouchers (via YuLife)
• Enhanced parental leave
• Ride to work scheme & Season ticket loan
• Electric car scheme
• Six nights of Night Nanny for new parents
• Free Curve Metal subscription for you and your +1