Product Manager (Back Office)

Product Manager (Back Office)

London, Product 

About Lendable

Lendable is on a mission to make consumer finance amazing: faster, cheaper, and friendlier.

We’re building one of the world’s leading fintech companies and are off to a strong start:

• One of the UK’s newest unicorns with a team of >250 people

• Among the top 10 fastest-growing tech companies in the UK

• Profitable since 2017

• Backed by top investors including Balderton Capital, Goldman Sachs and most recently OTPP (Ontario Teachers' Pension Plan) in 2022

• Loved by customers with the best reviews in the market (4.9/5 across 10,000s of reviews)

So far, we’ve rebuilt the Big Three consumer finance products from scratch: loans, credit cards and car finance. We get money into our customers’ hands in minutes instead of days. We’re growing fast, and there’s a lot more to do: we’re going after the two biggest Western markets (UK and US) where trillions are held by big banks with dated systems and painful processes. We launched our loans product in the US in 2022 with more product launches to follow this year!

Join us if you want to

• Take ownership across a broad remit. You are trusted to make decisions that drive a material impact on the direction and success of Lendable from day 1

• Work in small teams of exceptional people who are relentlessly resourceful to solve problems and find smarter solutions than the status quo

• Build the best technology in-house, using new data sources, machine learning, and AI to make machines do the heavy lifting

The role in a Nutshell

We’re looking for an experienced, smart and analytical person to be a Product Manager (PM) for our Back Office. You will lead on all things Product that interact with our operations & communications strategy, agent admin portal and wider internal tooling (such as Fraud & FinCrime, Complaints or central platforms).

We are investing in our Operations Team by expanding into 2 new locations and envisage an ops team that may reach between 125-200 agents by the end of 2024. Thus, it is critical we have the right Product leadership to co-lead and support this expansion.

As the Back Office Product Manager you will lead on the long-term product roadmap and day to day execution of technology changes and improvements to ensure we have the right tools and systems to scale our operation and deliver the best customer outcomes whilst driving effectiveness and efficiency in how we operate.

Your goal is to maximise efficiency and quality within our Ops teams. To do this, you will partner directly with our COO and Ops Leadership Team to define the objectives and follow through with the execution.

It is your job to break down complex tasks into bite-sized deliverables. You’ll tackle ambiguous problems and need to collaborate well with stakeholders across the business. We have some of the best engineers in the industry and we need you to help us showcase their talent to the world.

You will lead on answering questions such as:

• How can Chat GPT help us improve how we service customers?

• What is the business case for introducing WhatsApp as a servicing channel?

• How would we redesign our agent admin system to improve efficiency, reduce risk of error and improve agent morale?

• What degree of centralisation across products do we want for our back office systems?

Your experience

• 3+ years of work experience years in a Strategy, Analytics or Product role

• 1+ years of work experience dealing with Operations & Back Office optimisation

What you'll Be Doing

• Defining the product strategy, shipping features, and bug fixing across Back Office

• Analysing quantitative and qualitative data to inform both strategic investments and prioritisation of the product backlog

• Testing, measuring and optimising the impact of new releases and experiments

• Closely partnering with software engineers to define what is best way to implement a feature or answer a business query

• Ensuring our customers’ needs are always at the heart of what we’re building

• Influence the long term strategy for our Operations Team, working alongside our COO and the Ops Leadership Team

How you will contribute to the Product Team’s objectives

Leadership:the product leader for back office, you own the quarterly OKR process (together with the COO) and do what it takes to deliver on them. You’re able to make tough decisions & trade offs - especially when faced with high ambiguity. You own these decisions but also course correct when needed. Through all this,you are always striving to build a High Performing Team and work with the team leadership to improve yourself, others and the team overall.

Problem-solving: consistently breaking down complex business problems into bite-sized chunks. Complex tasks don’t intimidate you and you are able to break down a complex problem into part. 

Analysis: you have experience with numerical analysis - at least excel, ideally some coding too. We will teach you the tools (SQL), but you need to feel very comfortable with numbers. You have used data to drive real-world actions

Communication: you can communicate clearly and succinctly, orally and in writing; you enjoy a lively discussion. You effortlessly adjust your communication to suit your audience, from business owners to engineers. You don’t have a massive ego and you are happy to change your mind when presented with a good argument

Collaboration: you have established close relationships with key stakeholders across data science, developers, compliance,customer service and the operations leadership (including the COO), allowing you to quickly assemble cross-functional teams for product delivery

Working at speed: you make things happen and take responsibility for implementation and design decisions. You work at speed and enjoy a healthy dose of pressure

Process management: a solid understanding of the software development life cycle and how the product can support each stage

Agility; not just Agile (Scrum or Kanban would be nice) but adaptability to thrive in an unstructured, fast-moving and constantly evolving high-growth environment

Interview process

• CV screening

• A Quick introduction call with someone from the Talent Team

• A take-home exercise to complete in your own time + take-home debrief (via video)

• Final round:

1. CPO

2. Engineering Manager

3. Cultural Interview with some wider team leads

4. Group Product Manager or COO

Life at Lendable (also check out our Glassdoor page)

• The opportunity to scale up one of the world’s most successful fintech companies.

• Best-in-class compensation including equity.

• You can work from home every Monday and Friday if you wish - on the other days, we all come together IRL to be together, build and exchange ideas.

• Our in-house chef prepares fresh, healthy lunches in the office every Tuesday-Thursday.

• We care for our Lendies' well-being both physically and mentally so we opt for the highest coverage when it comes to private health insurance

• We organise an annual trip with the whole company, to celebrate our milestones and reflect on our achievements. This year the whole company is going on a trip to Turkey (there will be boats involved)

• We're an equal opportunity employer and are looking to make Lendable the most inclusive and open workspace in London.