Head of Customer Onboarding
UK Visa Sponsorship Analytics
Occupation Type
Customer service managers
Occupation Code Skill LevelMedium Skilled
Sponsorship EligibilityIneligible for Sponsorship
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Description
- Job Title: Head of Customer Onboarding
Contract: Full-time, Permanent
About Us
At BNP Paribas Personal Finance, we’re part of a global banking group with a simple mission: to provide straightforward consumer finance solutions that help customers make responsible financial decisions. We partner with leading UK retailers and brands to support their customers finance purchases responsibly.
The Role
We are seeking a senior operational leader to join the Operations Leadership Team, with end-to-end accountability for Underwriting, KYC and Fraud.
This role is responsible for the planning, execution and control of these critical functions, ensuring a high-quality, compliant and customer-centric service. You will lead large teams through change, drive operational excellence, and ensure strong risk management aligned to the Conduct Risk Framework and Consumer Duty requirements, under FCA regulation.
You will work closely with the COO and senior stakeholders across the business, helping to shape operational strategy while delivering strong performance, efficiency and customer outcomes. Occasional travel within the UK and Europe will be required.
Key Responsibilities
- Provide end-to-end leadership for Underwriting, KYC, Fraud, ensuring delivery against service, cost and customer objectives.
- Plan, resource and manage teams to deliver effective day-to-day execution while maintaining strong operational control.
- Drive continuous improvement across the end-to-end customer journey, simplifying processes and enabling scalable growth.
- Embed robust risk management and conduct frameworks, ensuring compliance with FCA regulation and Consumer Duty principles.
- Partner with the COO and senior leaders to identify risks, opportunities and deviations from plan, taking proactive action to mitigate or capitalise on them.
- Proven operational leader with experience managing complex, multi-disciplinary teams in a regulated environment.
- Strong customer-centric mindset, with a track record of improving customer journeys and operational performance.
- Confident decision-maker with strong analytical skills and the ability to use data, MI and insight to drive outcomes.
- Excellent communicator and influencer, able to work cross-functionally and at executive level.
Making a positive impact is at the heart of everything we do. We’re looking for people who live by our values, who are positive, brave, and own it. Don’t let confidence hold you back. You don’t need to meet every requirement - if you have around 75% of the skills and the right attitude, we’d love to hear from you.
What’s In It For You
As a Top Employer UK, we offer a supportive, inclusive environment and a flexible benefits package that you can tailor to your lifestyle. Highlights include:
- Competitive salary and comprehensive package, contributory pension, and health cash plan
- Opportunity to buy/sell holiday giving you even more control over your work-life balance
- Flexible benefits including private medical insurance and lifestyle discounts
- A culture that values collaboration, development, and wellbeing
Learn more about careers with us: https://www.bnpparibas-pf.co.uk/careers
Your Application Journey
Equal Opportunities
We’re committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation, or background.
- Call with our Talent Acquisition team
- Informal chat with the Hiring Manager
- 30 minute Psychometric test
- Competency-based interview including a short presentation (90 minutes in total)
Equal Opportunities
We’re committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation, or background.