Vivo worked exclusively with the COO to identify a leader for the customer service team who could operate at both a strategic and hands-on level. The ideal candidate would bring experience from a fast-paced, regulated environment—ideally within a challenger bank or fintech—and demonstrate a deep understanding of operational excellence within the BTL and Mortgage space.
We provided detailed market intelligence to support the search, including salary benchmarking, competitor analysis, and insights into talent availability. Our approach combined targeted headhunting through relevant networks, strategic use of LinkedIn, and comprehensive market mapping. We placed a strong emphasis on cultural alignment and the ability to lead teams in a scaling business.
Employer branding support was also offered to help position Afin attractively in a competitive market.
Given the niche nature of the role, we agreed a clear and structured recruitment plan. We moved quickly, sharing market data and delivering a shortlist of high-calibre candidates within a week. Interviews were pre-scheduled across a two-week window to extend an offer within four weeks. We also factored in the likelihood of candidates having notice periods of three to six months