Chief Operations Officer (Neo Bank)

Shou; Greater London; On-site; GBP 120,000 - GBP 160,000; Full time

Job summary

A growing neo bank in Greater London is seeking an experienced Chief Operating Officer (COO) to lead its operations. The ideal candidate will have over 12 years of experience, including 5 years in an executive role, particularly with credit card portfolios. Responsibilities include implementing operational strategies, managing fraud detection processes, and ensuring compliance with regulatory standards. Strong leadership and operational improvement skills are essential for enhancing customer experience and productivity.

Qualifications

• 12+ years of experience, with at least 5 years in an executive role.
• Experience with credit card portfolio management.
• Proficient in manual and automated processes.

Responsibilities

• Implement and enhance strategies for collections.
• Utilize fraud detection technologies.
• Oversee omnichannel customer support operations.
• Ensure compliance with regulatory requirements.

Skills

Operational efficiency enhancement

Engineering mindset

Operational risk knowledge

Customer experience focus

Leadership abilities

Workflow optimization

Data-driven insights

Job description

Essential

12+ years experience, at least 5 years in executive role and with credit card portfolio experience

CTI is seeking to appoint a COO for a scaling neo bank.

Responsibilities

• Implement, and enhance strategies and operations for collections through both in-house and outsourced teams.
• Utilise advanced fraud detection technologies and methodologies to combat application and transaction fraud.
• Oversee all operations related to omnichannel inbound customer support, establishing processes and KPIs.
• Financial Crime Ensure compliance with all regulatory requirements related to financial crime and maintain ongoing monitoring.
• Manage complaints, ensuring equitable resolution and adherence to regulatory standards.
• Provide transparent reporting to the CEO and board while proactively addressing operational incidents.
• Establish, monitor, and manage all necessary business processes to deliver a premier credit card operation.
• Manage change and technology transformation and oversee outsourced operational platforms.
• Adopt a hands‑on approach to building operations from the ground up, effectively balance strategic oversight with operational execution

Requirements

• Proficient in establishing and managing both manual and automated processes to enhance operational efficiency.
• Possesses an engineering mindset, demonstrating the capability to approach challenges from foundational principles.
• Holds extensive knowledge and comprehension of operational risk and the associated regulatory frameworks.
• Proactive and hands‑on approach, willing to engage deeply with the intricacies of operations.
• Focused CX, with the ability to analyse how processes and systems impact customer outcomes.
• Strong leadership abilities, capable of identifying, attracting, inspiring, training, and retaining top talent.
• Optimising workflows to drive productivity and enhance service delivery.
• Implementing best practises in operational management to mitigate risks and ensure compliance.
• Continuous improvement, leveraging data‑driven insights to refine processes and enhance overall performance.