Head of Operations - Team Germany (m/w/d)

Iwoca Deutschland GmbH

Frankfurt am Main, Bundesweit

Vollzeit, unbefristet

Veröffentlicht: vor 2 Tagen


iwoca is breaking down the barriers that stop Europe’s 20 million small businesses from accessing finance. Traditional bank loans have slow application processes, inflexible terms and burdensome criteria. In contrast, we use cutting-edge technology to offer flexible access to credit with a five minute application process and a decision in hours.

Since 2012, we've made finance available to over 50,000 businesses across Europe and lent over £1 billion. Our customers include everything from cafés to car dealers, salons to solicitors. Along the way we have built a sophisticated technology platform, won numerous awards and grown a fun, and vibrant team.

2020 was a challenging year, but we come out of it strongly with proven risk management and a solid balance sheet. We expect the competitive environment to evolve favourably as businesses rebuild in 2021 and traditional lenders retrench from SME lending.

We are looking for an experienced operations manager to take over from our current COO who built up the German Operations function and is moving on after close to 5 years in the role. The Head of Operations has full responsibility for all our operational and customer facing teams (Customer Success, Credit Analysts, KYC & Collections). Working closely with the Country Manager and supported by our risk, operations strategy, etc. experts you will make sure the team grows successfully and our systems and processes continue to develop.

As Head of Ops you will be responsible for all the DE teams who interact with customers. You will identify ways in which DE Operations can contribute towards our commercial goals of increasing customer conversion and managing our loss rates, while also finding ways to improve operations efficiency and maintain excellent customer service. Ideally, you will be based in London or Frankfurt.

We work hard to make iwoca a place where everyone feels welcome, where you can confidently be yourself. We understand that diversity isn't an optional add-on, it's the core ingredient of what makes us great.


Your main responsibilities will include:

Operations and Team Management

  • Daily ownership and management of all DE operations: you will make sure our Customer Success, Credit Analyst, KYC and Collections teams are efficiently and effectively progressing applications and loans, maximising value along the value chain
  • Build and develop an exceptional operations management team: you’ll guide, support and coach the respective team leads so they can effectively run their teams and become better managers themselves. Building a solid managerial structure with your direct reports will be an essential element of success for this role as the team scales with our business
  • We pride ourselves on our incredible levels of customer service, you will ensure these standards are maintained and where possible improved
  • (Note - you will manage the Credit Analyst team, but not be expected to be an expert on credit risk: the risk manager and supporting analysts are tasked with improving and streamlining our credit risk model and underwriting processes)

Process & System improvements

  • Working closely with our Operations Strategy analyst (who will also report into you), you will be looking to identify operational patterns, improvement opportunities, anomalies, etc. as well as management metrics, KPIs, etc.
  • Ops Strat will support with analyses and implementation of recommendations, but delivering operational effectiveness and improvements will be your responsibility
  • You will liaise with our Product teams who develop our CRM and phone systems (entirely developed in house) to make sure they develop the tools we need to optimise how we deploy our operational resources
  • Together with our Compliance experts ensure all aspects of our Operations are compliant with relevant regulatory requirements

Cross-team cooperation

  • Build a strong working relationship with the UK COO, her direct reports, and foster cross-team engagement and cooperation. We have adopted a country P&L structure, and there are close similarities between the operational realities of our DE and UK operations. We are keen for both teams to adopt standardised approaches where this makes sense, and in any case to be continuously learning from each other

Other ad hoc tasks that arise given the nature of a rapidly growing business like ours - this role affords considerable latitude to explore and test ideas that you find interesting

What we're looking for:

A sharp mind, lots of drive and experience managing people, ideally in a high-growth environment (tech, start-up, etc.). We are looking for someone who has both people management as well as transferable skills, a strong commercial sense and a real ‘get-stuff-done’ mentality. In practice this could mean you have experience in consulting, banking, blue-chip management trainee, etc. as well as some form of line management / P&L role under your belt (this is an example only, there is no one prior career path that we’re looking for).

We are looking for someone who has:

  • Proven managerial capabilities - you know what it takes to hire, manage, develop and retain a team of operations colleagues working across customer service and ideally other operational functions (this is a must-have for the role)
  • Demonstrated they can independently set clear priorities, with very strong organizational, issue resolution, and decision-making skills. You will be expected to work largely autonomously.
  • An affinity with numbers: we have a highly data-driven culture and you will be constantly using data to analyse and improve the team’s performance (at times working with other teams who run more complex analyses)
  • Strong commercial instincts, able to cut through complexity and ambiguity to make good business decisions
  • A passion for customer service: keeping our customers happy is a key element of our success. You will also have a good business acumen and a working understanding of what makes small businesses tick
  • A fine balance of confidence, gravitas, humility and enthusiasm. You will need a soft side to connect with, manage and motivate a growing team, as well as gravitas to press ahead with developments in an environment where resources are continuously stretched
  • A tolerance for the organised chaos of a maturing startup environment where every month needs to be a record month - you need to be able to harness this energy and turn it into positive results
  • Fluent German speaker with a high level of written and spoken English


We all enjoy:

  • A smart, motivated and international team (we represent over 35 different nationalities)
  • Every morning ’iwocans’ get fully stocked fridges with whatever is needed to strengthen them. There are snacks (both healthy and less healthy) for the whole day
  • Once a year iwoca takes over a ski chalet in winter so that you and your team can ski (and work) for a week. During summer we are drawn to the sun. This year we swapped our office for a week by a poolside villa in Barcelona.
  • Access to the gym membership program
  • Exclusive participation in the daily commute
  • Our home is in a nice office in the heart of the big city. In Frankfurt in the beautiful Ostend, our London office is directly on Tottenham Court Road
  • Company-wide training courses with internal and external speakers
  • 26 days of vacation a year, plus all public holidays, plus a free day for your birthday
  • A paid volunteer day that gives you the opportunity to invest time to support a charity of your choice.
  • Additional vacation so that you can take more time to travel or study outside of your vacation entitlement.


Iwoca Deutschland GmbH

60314 Frankfurt am Main, Bundesweit

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