Chief Customer Operations Officer

Responsibilities

• Lead post-origination customer operations, including loan management, repayments, collections, and recovery.
• Design and implement scalable, automated workflows and customer journeys across European markets.
• Build and maintain a robust control system for automated operations, including monitoring, alerts, and audit trails.
• Manage first-line AML operations within the customer servicing function.
• Oversee operational risk, process controls, and incident management to ensure regulatory resilience.
• Drive cross-functional execution with Product, Engineering, Data, Risk, and Legal teams.
• Scale the operations function through automation and process redesign rather than increasing manual headcount.

Requirements

• Senior leadership experience in regulated financial services or high-volume consumer operations.
• Proven track record of building or transforming high-volume automated operations.
• Deep expertise in workflow design, process controls, and quantitative performance management.
• Hands-on leadership style with the ability to move from high-level strategy to detailed process inspection.
• Experience managing cross-functional teams in a matrix structure.
• Ability to travel frequently to Tallinn, Estonia, during the first 6 months of the role.

Preferred Qualifications

• Experience with real production automation, including AI or agentic automation.
• Background in digital banking, lending, or debt recovery.
• Experience operating within a multi-country, regulated environment.

Benefits

• Competitive salary and generous benefits package.
• 5 weeks of vacation.
• Private healthcare compensation and mental healthcare support.
• Hobby grant and share options.
• Opportunities and budget for continuous professional growth and skill expansion.

About the Company

Bondora is a rapidly growing fintech company on a mission to make finance easy, transparent, and accessible for everyone. Founded in 2008, we have helped over 700,000 customers across Europe. We are currently transitioning into a regulated banking environment to expand our lending and product suite across the EU.