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About the Role

Lendable is seeking a Strategy & Operations Manager (US Back Office) to join our Operations function. This role is for an analytical or operational professional who excels at problem-solving and execution. You will own fraud and complaints for the US market, understanding current processes, identifying necessary changes, and leading improvement initiatives. Prior experience in this specific area is not required; we seek individuals with clear thinking, data-driven approaches, and the ability to manage casework while developing preventative processes.

Responsibilities

Own the fraud and complaints function end-to-end.
Map current processes, redesign them from first principles, and identify automation opportunities, tooling needs, and risks.
Manage day-to-day fraud investigations and customer complaints, ensuring accurate, timely, and compliant resolutions.
Work directly with customer experience to understand issues and identify fixes.
Maintain clear records for auditability.
Pull and interpret data to identify patterns in fraud, complaints, and resolution quality.
Define key metrics, build reporting, and provide recommendations to senior leadership.
Communicate trends and emerging risks to the business.
Stay updated on fraud trends, regulatory developments, and industry best practices.
Scope and execute projects to improve the fraud and complaints function.
Collaborate cross-functionally with Product, Engineering, and Compliance.
Manage relationships with third-party providers for fraud detection and complaints handling.
Set performance expectations and track vendor delivery.

Requirements

A track record of owning and delivering complex projects in a fast-moving environment.
Strong hands-on analytical ability; comfortable pulling and interpreting data.
Clear, direct communicator capable of explaining complex situations simply.
Lateral thinker willing to challenge existing processes.
Comfortable managing a mixed workload including structured project work and reactive case handling.
Genuine interest in how technology and AI are changing operational functions.
Experience in financial services or a regulated environment is useful but not required.

Skills

Analytical ability
Data interpretation
Communication (written and verbal)
Problem-solving
Project management
Process improvement
Cross-functional collaboration
Vendor management
Fraud detection
Complaints handling
Regulatory compliance

Location

London, UK

Work Type

Hybrid

Experience Level

Not specified

Education Level

Not specified

Benefits

Flexible working
Hybrid roles require three days in-office weekly
Opportunities for in-person connection through socials and off-sites
Health coverage (physical and mental wellbeing)
Private health cover
Retirement savings plans
Employee referral programme
Office meals & snacks
Cycle-to-work schemes
Electric vehicle salary sacrifice schemes

About the Company

Lendable is building the world's best technology to help people get credit and save money.
We are one of the UK’s fastest-growing tech companies and a profitable unicorn.
We have rebuilt consumer finance products like loans, credit cards, and car finance, enabling customers to get funds in minutes.
We are expanding into the US and UK markets, targeting areas dominated by large banks with outdated systems.
We foster a culture of ownership, collaboration within small teams, and building cutting-edge technology using data, machine learning, and AI.