About Loans by MAL
We're a fast-growing consumer lending business based in Bournemouth (soon to be Westbourne).
We lend responsibly, support customers when they experience financial difficulty, and continously improve how we operate. As we've grown, we've built a team across the UK and South Africa, with customer operations at the centre of everything we do.
We're now looking for an Operational Manager to take ownership of that function and help us scale it further.
The Role
This is a genuine operational leadership role.
You'll be responsible for the day-to-day running of a customer operations function of approximately 20 people across both our UK and offshore teams.
Your focus will be ensuring the operation runs efficiently, productively, and consistently. You'll be responsible for workforce planning, resource allocation, operational performance, service levels, productivity, quality standards, and ensuring the right work is being completed by the right people at the right time.
This is not a role where you'll inherit a large management structure. You'll have significant autonomy and ownership from day one, working closely with senior leadership to shape how the operation evolves as the business grows.
For the right individual, this role has a clear development pathway into a future Chief Operating Officer position.
What You'll Be Doing
- Managing the day-to-day operation across UK and offshore teams
- Planning resource allocation and workforce capacity
- Ensuring service levels and operational targets are achieved
- Monitoring productivity and identifying opportunities for improvement
- Raising performance standards and driving accountability
- Ensuring operational processes are followed consistently
- Managing workloads, priorities, and operational delivery
- Identifying inefficiencies and implementing improvements
- Working with leadership to scale operational capability as the business grows
- Building reporting and management information to support decision-making
What We're Looking For
We're looking for someone who enjoys running an operation.
You may currently be an:
- Operations Manager
- Contact Centre Manager
- Collections Manager
- Workforce Planning Manager
- Service Delivery Manager
- Head of Operations within a smaller business
Most importantly, you'll be highly organised, commercially aware, and comfortable taking ownership of results.
You'll have experience:
- Managing operational teams
- Workforce and resource planning
- Driving productivity and efficiency
- Managing KPIs and operational performance
- Implementing process improvements
- Holding teams accountable to standards and outcomes
Experience within financial services, lending, collections, or other regulated environments would be beneficial, but isn't essential.
What You'll Get
- £50,000 - £55,000 salary
- 25 days holiday plus bank holidays
- Your birthday off every year
- Free on-site gym
- Free parking
- Regular company events
- Significant autonomy and ownership
- Direct exposure to senior leadership
- A structured development pathway towards a future COO role
Why Join Us?
This is an opportunity to take ownership of an entire operation, rather than simply managing a team.
You'll have the ability to influence how the business operates, improve performance, shape processes, and build something that scales.
If you're someone who enjoys creating structure, driving standards, and taking responsibility for operational outcomes, we'd love to hear from you.
Job Types: Full-time, Permanent
Pay: £50,000.00-£55,000.00 per year
Benefits:
- Casual dress
- Company events
- Discounted or free food
- Free parking
- On-site gym
- On-site parking
Work Location: In person
