We are Creditspring, a new way of borrowing that focuses on its members and provides them with safe and efficient short-term financial products.

We're a fast-growing FCA-regulated consumer credit company. We have members, not customers and we take a lot of pride in that!

As one of the UK’s only subscription finance company in the market, we truly have a unique value proposition. Our mission is very clear; to improve the financial stability and resilience of our members. We do this through the products we provide, the partnerships we have, and our educational content. We want our members, and everyone in the UK to be able to better manage their finances and steer them away from high-cost, unregulated credit options.

We’re a world-class, well-funded, diverse team from over 20 different countries that believes in the product we’re building and the service we’re providing for our members. We’ve grown significantly in the last 18 months and are evolving our Marketing structure to reflect that.

About the role

The Customer Operations Manager, Bangalore is responsible for leading the day-to-day delivery, performance, and people management of Customer Operations teams in Bangalore. The role will initially focus on Forbearance and back-office operations and will support the build-out of a Customer Support function to mirror UK operations.

The role owns operational execution, quality, productivity, and team capability, ensuring members experiencing financial difficulty receive fair, empathetic, and compliant outcomes at scale.

This role plays a critical part in scaling Customer Operations in India, embedding consistent standards, developing leaders, and partnering closely with UK stakeholders to ensure strong alignment across sites.

Responsibilities

Operational Leadership & Delivery

Own day-to-day delivery of Forbearance, Customer Support, and back-office operations in Bangalore, ensuring work is accurate, empathetic, and within SLA

Maintain strong control of queues, volumes, backlogs, and operational risk indicators

Ensure consistent application of Customer Operations policies, escalation criteria, and vulnerability frameworks

Act as the senior escalation point for complex or high-risk operational issues within Bangalore

People Leadership & Team Development

Lead, coach, and develop Team Leaders, ensuring strong frontline leadership and sustainable spans of control

Build a high-performing, engaged, and accountable team culture aligned to Creditspring values

Set clear performance expectations and hold leaders accountable for quality, productivity, and conduct

Identify talent, support progression, and address underperformance through structured development plans

Embed Consumer Duty awareness and regulatory accountability into leadership behaviours and coaching

Performance, Quality & Risk Management

Own operational performance across productivity, SLA, QA, and vulnerability outcomes

Use MI and data to proactively identify risks, trends, and improvement opportunities

Partner closely with QA to review performance themes and implement corrective actions

Ensure delivery meets FCA expectations, Consumer Duty standards, and internal governance requirements

Training & Capability Development

Partner with the Training function to embed new processes, changes, and improvements

Support rollout of training linked to operational change and performance gaps

Reinforce consistent application of training through coaching and observation

Ensure Consumer Duty, FCA conduct, and vulnerability requirements are embedded and evidenced through QA and MI

Operational Collaboration & UK Alignment

Act as the senior operational link between Bangalore and UK Customer Operations leadership

Provide clear, accurate reporting on performance, capacity, and risk

Support phased expansion of Bangalore scope in line with agreed transition plans

Scaling & Future Growth

Support controlled expansion of Customer Operations activity in Bangalore

Ensure new work types are introduced with appropriate controls, training, and performance measures

Contribute to workforce planning, structure design, and succession planning

Success Measures in the role:

Strong SLA, QA, and vulnerability outcomes across Bangalore operations
Stable productivity and quality during periods of increased demand
Engaged teams with sustainable spans of control
Strong alignment and collaboration with UK operations
Readiness for future scope expansion
Clear, data-led reporting and decision-making

What you'll need to succeed:

Minimum 3 years’ experience managing customer operations teams in an FCA-regulated environment
Strong people leadership capability with experience leading leaders
Operational expertise in forbearance, collections, or complex back-office functions
Confident using data to manage performance and risk
Comfortable working across geographies and with senior stakeholders
Proven ability to scale operations safely and effectively

Don’t meet all the listed requirements? Research shows that women and people of underrepresented groups often don't apply for jobs unless they're 100% qualified. As an equal opportunities employer, we know that diversity is a key part of our teams' successes - so if your experience doesn’t fit perfectly but this role excites you, we’d love for you to apply. We’re committed to Creditspring being an inclusive environment where employees feel welcomed, valued and listened to; we want you to thrive as your true self.

Please note that the People Team is contactable only via people@creditspring.co. Unsolicited emails to other team members will not be actioned.

Customer Operations Manager

Bengaluru Office

Our perks & benefits

🩺 Private Health Insurance

🧑‍🏫 INR 30,000 annual training budget

🧘🏽‍♀️ INR 30,000 annual Juno Wellbeing allowance

🏄🏻‍♀️ 30 days paid leave, increasing 1 day per year up to a maximum 35 days paid leave

💰 Equity participation

🛋 Hybrid working

💻 Company Apple Macbook

🕺Regular social & team events

About Creditspring

Customer Operations Manager

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