Back Office Support Team Lead (Customer Operations)

<p><img style="max-width: 100%;" src="https://ib-cdn.inbank.eu/images/banners/banner3.png" alt="" width="1584"></p> <p><strong>Lead by example. Improve operations. Make a real impact.</strong></p> <p>Inbank is a fintech company with an EU banking license. We design digital financial products that seamlessly merge financing and payments with shopping, ultimately empowering people to improve their quality of life. With a focus on innovation and growth, we are looking for talented people to join our team of 440+ people working across our offices in Estonia, Latvia, Lithuania, Poland and the Czech Republic.&nbsp;</p> <p>Behind every great customer experience is a team that keeps everything running smoothly.</p> <p>At Inbank, we're looking for a <strong>Back Office Support Team Lead (Customer Operations)</strong> to lead our <strong>Loan Administration</strong> and <strong>Debt Collection</strong> teams. This role is about more than managing daily operations - it's about developing people, improving processes, and building an efficient, customer-focused operational environment.</p> <p>This is a hands-on leadership role. Alongside leading your team and driving operational improvements, you'll be ready to roll up your sleeves and support the team in day-to-day operations whenever needed.</p> <p>If you enjoy developing people, finding smarter ways of working, and creating meaningful change, we'd love to meet you.</p> <p><strong>What you'll do?</strong></p> <p><strong>Lead and develop your team</strong></p> <ul> <li>Lead, coach and support the Loan Administration and Debt Collection teams, helping people grow and perform at their best.</li> <li>Set clear goals, provide regular feedback, and foster a culture of accountability, collaboration and continuous learning.</li> <li>Plan team capacity and workloads to ensure smooth day-to-day operations.</li> <li>Lead by example by stepping into the team's daily work when needed and supporting the resolution of more complex operational cases.</li> </ul> <p><strong>Drive operational excellence</strong></p> <ul> <li>Organize and coordinate the daily work of the Loan Administration and Debt Collection teams.</li> <li>Monitor KPIs, SLAs and operational quality, ensuring an excellent service experience for both customers and partners.</li> <li>Ensure compliance with internal procedures and regulatory requirements.</li> <li>Provide hands-on support whenever needed to help resolve complex cases and ensure business continuity.</li> </ul> <p><strong>Improve the way we work</strong></p> <ul> <li>Ide