Customer, Loans & Deposits Operations Lead (FTC)

Customer, Loans & Deposits Operations Lead (FTC)

Location: London

Working pattern: Hybrid (minimum 3 days in the office including Wednesday as a core day)

Reports to: Head of Operations

About Us

We are not your run-of-the-mill bank. It's our people which makes us exceptional. Every individual here is valued - not just for what they do, but for who they are. We've built a culture rooted in purpose, passion, and a healthy dose of humanity.

Joining Alpha Bank London isn't just about a career - it's about connection. You'll collaborate with colleagues from all walks of life, building bonds that last and networks that matter. It's this blend of international reach and local expertise that makes us strong. Whether you're starting out or stepping up. You'll find responsibility, variety, and experiences that go far beyond what a boutique bank or a corporate giant could offer alone. Together, we amplify ideas, share knowledge, and create impact.

We believe in doing well and doing good. That means more than closing deals; it's about making a difference for our clients, our communities, and each other. Because when one of us succeeds, we all succeed.

Ready to make your mark? Let's do it. Together.

The Role

We're looking for a proactive and detail driven Customer, Loan & Deposit Operations Lead to oversee critical operational processes, drive continuous improvement, and lead a high performing team.

This is a key leadership role responsible for ensuring operational excellence across customer administration, loan processing, and deposit operations. You'll play a central part in strengthening our controls, enhancing customer experience, and supporting the business as we scale.

Key Responsibilities

• Manage the Customer Administration function, ensuring accurate and efficient handling of customer data and documentation.
• Oversee drawdowns of new loans and the processing of deposit rollovers.
• Manage loan extensions and ensure collateral details are accurately recorded and updated.
• Supervise the opening and maintenance of fixed deposit accounts.
• Execute booking, rollover, and interest processing for fixed deposits.
• Process maturity instructions and renewals for deposit accounts.
• Oversee the timely and high quality submission of customer correspondence.
• Lead knowledge transfer across the team to build resilience and consistency.
• Drive continuous service improvement initiatives across Loans and Accounts.
• Monitor and manage Aggregator Fixed Deposits.
• Process Improvement & Controls
• Reporting & Analysis: Produce and analyse operational reports to track KPIs and identify improvement opportunities.
• Prepare and submit the monthly Operations dashboard (Management Information) to senior leadership.

What We're Looking For

• Strong experience in banking operations, particularly loan administration (deposit experience desirable).
• Proven ability to interpret and manage complex loan documentation, including secured and real estate lending structures.
• Several years' experience in banking operations with supervisory or team lead responsibilities.
• Retail banking experience, ideally within a scale up or fast growing environment.
• Experience driving cultural change, with a change agent mindset and familiarity with competency frameworks.
• Ability to build effective relationships quickly with senior managers, operational teams, and IT stakeholders.

Why Join Us?

At Alpha Bank London, our values shape everything we do:

• Innovation - Be part of a team that embraces new ideas and continuous improvement.
• Collaboration - Work closely with experienced professionals who support your growth.
• Excellence - Develop your skills in a high-performing environment.
• Delivery - Contribute to meaningful projects and see your impact.
• Empowerment - Take ownership of your development and career progression.