Lendable is hiring a Strategy & Operations Manager (US Back Office), (UK- based) to join our Operations function. This is a role for someone from an analytical or operational background who is unusually good at getting to the bottom of a problem and making something happen.
You will take full ownership of fraud and complaints at Lendable (US). Understanding how things work today, identifying what needs to change, and leading the work that fixes it. You do not need to have done this specific job before. We are looking for someone who thinks clearly, works from data, and can manage real casework alongside building the processes and tools that reduce how much of it there is.
Your impact
Own the function end-to-end
Embed into fraud and complaints operations, map current processes, and redesign them from first principles. Identify what can be automated, what needs better tooling, and where the biggest risks sit. Be the person who understands this part of the business better than anyone else.
Run the casework
Manage day-to-day fraud investigations and customer complaints alongside the team, ensuring cases are resolved accurately, quickly, and in line with regulatory requirements. At Lendable, we believe in being close to the problem - working directly with the customer experience so we understand what needs fixing, not just what the data says. Keep clear records so every decision can be explained and audited.
Drive improvement through data
Pull and interpret data yourself to surface patterns - in fraud typologies, complaint root causes, and resolution quality. Define the metrics that matter, build the reporting to track them, and translate findings into clear recommendations for senior leadership. Feed trends and emerging risks back to the team regularly so the business can stay ahead of problems rather than reacting to them.
Stay current
Keep on top of what is happening in the world of fraud; new attack vectors, regulatory developments, and industry best practices. Bring that knowledge into how we operate and share it across the team.
Deliver improvement projects
Scope and execute projects that make the fraud and complaints function better: faster, more accurate, less manual. Work cross-functionally with Product, Engineering, and Compliance to bring initiatives to completion and confirm they are working as intended.
Manage vendor relationships
Own relationships with any third-party providers that support fraud detection or complaints handling. Set clear performance expectations, track delivery, and escalate where things are not working.
Your experience
A track record of owning and delivering complex projects in a fast-moving environment. The subject matter does not have to be fraud or complaints specifically
Strong hands-on analytical ability: comfortable pulling and interpreting data yourself, not just commissioning it from someone else
Clear, direct communicator who can explain complicated situations simply - in writing, in a deck, and in a room with senior stakeholders
Lateral thinker willing to challenge how things have always been done
Comfortable managing a mixed workload and team: some of this role is structured project work, some is reactive case handling, and the balance will shift
Genuine interest in how technology and AI are changing how operational functions should be built
Experience in financial services or a regulated environment is useful but not required. We value transferable skills and fresh perspectives
Interview process
1) 15 minute Online Assessment
2) 30 minute call with a member of the Talent Team
3) A 45-minute case study
4) Final interviews with the Principal of Operations, COO and US MD
Working arrangements
This role is based in Lendable's London office. Given the US market focus, working hours can be adjusted to provide meaningful overlap with US time zones. The exact schedule will be agreed on hire but initial hours are 10am - 7pm UK time.
