Chief Customer Operations Officer

What is this role about?

Location: remote, frequent travelling to Tallinn, Estonia, during the first 6 months expected.

Bondora is looking for a Chief Customer Operations Officer to join the Management Board and lead the post-origination customer operations and servicing function across Bondora’s European markets.

The role is about building and running scalable, automated, measurable, and controlled operations in a regulated banking environment. The role owns the operational lifecycle after a customer has entered the business.

On the credit side, this includes customer operations, loan management, repayments, collections, recovery, and first-line AML operations within servicing (the credit strategy function owns the economics of credit management decisions). Following receipt of the banking license, the role will also cover the relevant customer operations and self-service processes for retail depositors — excluding ownership of the core deposit product, pricing, treasury, and related monetisation.

That means designing and running the workflows, automation, controls, queues, escalation logic, exception handling, monitoring, and operating cadence required to run high-volume customer and credit operations across countries.

This is a Management Board position with direct accountability for portfolio performance, customer outcomes, operational risk, regulatory resilience, and execution quality across markets.

The function currently manages approximately €550M in performing loans (in addition to non-performing loans), with teams operating across seven countries. The area includes around 60 people, including dedicated product and technology resources, through a matrix structure.

The Chief Customer Operations Officer will be responsible for:

• Customer servicing and customer operations across lending and, after licensing, relevant retail depositor servicing flows
• Loan management, repayments, and borrower servicing
• Early and late-stage collections execution
• Recovery operations, including legal recovery pathways across jurisdictions
• First-line AML operations within customer servicing
• Depositor self-service and customer operations processes after licensing
• Servicing systems, workflow automation, data quality, and process integrity
• Operational risk, process controls, audit remediation, and evidence quality within the function
• Cross-country execution and performance management
• The operating cadence, dashboards, controls, and incident discipline required to run the function reliably at scale

What you will need to build

Bondora needs an operator who can build the operating system, not just inherit one (although 90% of today's work is already automated).

You will be expected to build and run a function where:

• Standard work is automated wherever possible
• Manual work is treated as a problem to solve, not as a permanent staffing need
• Exceptions are routed through clear queues, owners, SLAs, severity levels