Location: London or Leeds Hybrid (3 days from the office) 

ABOUT THE ROLE 

The Global Escalation Strategy & Compliance Manager is a pivotal new role responsible for protecting the consumer experience, elevating decision quality, and reducing unnecessary escalations across SharkNinja’s global support network. You’ll build and execute the strategy that keeps both task-based escalations and executive-level escalations low—and ensures every case is resolved with speed, empathy, accuracy, and trust. You will ensure BPO teams consistently follow our processes around warranty, goodwill, documentation, and case handling, while shaping the operational conditions that prevent escalations from happening in the first place. Through strong partnerships, smart frameworks, and our Hear It, Feel It, Fix It mindset, you’ll help us understand what consumers are telling us, feel the impact of those moments, and act decisively to eliminate friction at its source. 

HERE’S WHAT YOU’LL DO 

• Own the global strategy for minimizing both task-based and executive-level escalations, with a long-term vision of approaching near-zero executive escalation volume. 

• Build frameworks that ensure BPO agents consistently adhere to SharkNinja standards around warranty evaluation, goodwill gestures, documentation accuracy, and case resolution. 

• Monitor compliance and identify patterns of deviation, escalating risks early and driving corrective action with BPO partners. 

• Analyze escalation drivers and partner with Operations, QA, and L&D to eliminate root causes through improved processes, training, coaching, or policy clarity. 

• Transform the escalations process into a predictable, well-governed workflow with clear SLAs and accountability. This includes working with IT and our Tech team to ensure our systems are optimized and refined to allow for seamless escalation paths and full reporting visibility of escalation activity. 

• Lead deep-dive reviews on all executive escalations, identifying systemic issues and designing strategies to prevent recurrence. 

• Develop performance reporting, dashboards, and executive narratives that highlight trends, risks, and successes in escalation reduction and compliance quality. 

• Partner cross-functionally to strengthen consumer trust by ensuring resolutions align to SharkNinja’s empathy-first approach. 

• Drive internal alignment to our Hear It, Feel It, Fix It success pillars—ensuring we listen deeply, understand emotionally, and act decisively. 

• Speak with consumers as needed to resolve complaints and to restore faith in our brand 

• Periodically visit our BPO partners to understand root cause of escalation drivers with boots on the ground. 

HERE’S WHAT YOU’LL BRING 

• Bachelor’s degree in Business, Operations, Communications, or a related field; equivalent experience welcome. 

• 5+ years of experience in escalations leadership, compliance, contact center operations, or CX performance management. 

• Experience managing or influencing BPO performance across markets or channels. 

• Strong understanding of escalation workflows, warranty compliance, case handling standards, and risk management. 

• Proven ability to design strategies that reduce escalations and improve case handling consistency. 

• Skilled in analyzing root causes, identifying systemic issues, and driving preventive action. 

• Superb communication skills—calm, clear, and confident in high-visibility or executive-sensitive scenarios.  This includes regular reports to our ELT highlighting trends and related actions. 

• A passion for empathy-driven service and process integrity that builds trust with consumers. 

• A proactive, ownership-driven mentality with urgency, curiosity, and a focus on delivering measurable outcomes. 

• An understanding of both global consumer and agent escalation behaviors and how to care for each through both regional and universal policy. 

WHAT SUCCESS LOOKS LIKE 

• Executive escalations decrease dramatically and approach near zero thanks to strategic prevention, training, and clarity. 

• Task-based escalations decline significantly due to improved compliance, capability, and decision confidence across BPO teams. 

• Escalation handling becomes predictable, swift, and fully aligned to SLA expectations. 

• BPO teams consistently meet SharkNinja standards for warranty, goodwill, documentation, and case-handling quality. 

• Trend reporting provides clear visibility and drives organizational action before issues escalate. 

• Consumers feel heard, understood, and supported—reflecting our Hear It, Feel It, Fix It philosophy in every resolution. 

• The role becomes a key guardian of trust, ensuring brand-protective outcomes across global markets. 

Senior Credit Controller 

Leeds / Hybrid - 3 days per week in office 

About the role 

As we grow our Leeds finance team we're looking for a Senior Credit Control position to join a team of 3 credit controllers, reporting to the Credit Manager EMEA. Responsible for managing complex customer accounts, ensuring timely debt recovery, and maintaining the accuracy of financial records. The role goes beyond day-to-day credit control, requiring strong stakeholder engagement across Sales, Operations, and Finance, as well as a proactive approach to identifying and mitigating credit risk

• Process and allocate monies received from remittances
• Monitor and manage complex customer accounts to ensure timely payment and swift resolution of billing queries.
• Maintain accurate records of customer interactions and transactions
• Liaise with the Sales and Operational teams to address customer inquiries and disputes
• Report on aged debt and providing regular updates to management
• Identify and escalate any potential credit risks to management
• Organize and maintain shared email inboxes
• Working closely with Credit Control manager to review and improve team processes
• Involvement in the development and execution of test scenarios for finance systems
• Ownership of audit requests
• Take ownership of shortage and price claims, managing the end to end process and working with Credit Control, Sales & Ops to ensure timely resolution, reporting back to key stakeholders on progress
• Provide support to the team, first POC for queries/support
  
  

Some of the skills and experience you'll bring 

• Proven experience in a credit control or finance role
• Excellent communication and interpersonal skills
• Strong numerical and analytical abilities
• Proficient in Microsoft Office, particularly Excel; experience with accounting software is a plus
• A can-do attitude, with a strong team working ethic

#LI-HYBRID

Role Overview:

We are seeking a skilled and passionate iOS Engineer to join our dynamic Mobile team. This role involves developing and maintaining our mobile banking applications, ensuring they deliver a seamless, secure, and superior experience for our customers. This is a Hybrid position based in Leeds

Responsibilities:

• Develop and maintain LHV Bank’s iOS applications.
• Collaborate with cross-functional teams to define, design, and ship new features.
• Optimise application performance and ensure high quality and responsiveness.
• Participate in code reviews to maintain high code quality standards.
• Work closely with product managers and designers to deliver a superior user experience.
• Troubleshoot and debug issues to improve application performance and reliability.
• Stay updated with the latest industry advancements and technologies to incorporate best practices.

Required Skills:

• Experience in iOS development using Swift or Objective-C.
• Strong understanding of iOS SDK, different versions of iOS, and how to deal with different screen sizes.
• Experience with APIs to connect iOS applications to back-end services.
• Knowledge of modern mobile architectures such as MVVM, MVP, or MVI.
• Familiarity with cloud message APIs and push notifications.
• Strong problem-solving skills and ability to troubleshoot issues.
• Excellent communication skills and the ability to work collaboratively in a team environment.
• Experience with Git or other version control systems.
• Knowledge of security best practices for mobile applications.
• Familiarity with continuous integration and continuous deployment (CI/CD) pipelines.

At LHV Bank, you'll be part of a dynamic and supportive team that values innovation, efficiency, and making a positive impact. If you're passionate about pushing the boundaries of digital banking and want to lead a team that's transforming the industry, we'd love to hear from you.

We are looking for an experienced Lead Mobile Engineer to join our Mobile engineers within the Retail Banking team and help drive the delivery and evolution of LHV Bank’s mobile banking applications. Operating at the forefront of financial services, we build secure, reliable, and user-centric mobile experiences that our customers trust every day. 

This role sits alongside an existing Lead Mobile Engineer within the Mobile function. Together, the Leads share responsibility for technical direction, platform leadership, and delivery, with each Lead bringing depth in specific platform areas while collaborating closely across iOS and Android. 

Based in the UK, this hybrid role offers flexibility to work from London or Leeds and provides a clear pathway toward broader engineering leadership and management responsibilities. 

Duties and Responsibilities 

• Provide technical and people leadership within the Mobile engineering group, with a primary focus on one mobile platform while maintaining strong cross-platform collaboration. 

• Line manage a group of Mobile Engineers, supporting their performance, development, and career progression. 

• Lead the delivery of high-quality mobile applications across iOS and Android, ensuring reliability, security, and excellent user experience. 

• Share ownership of the mobile engineering roadmap, working closely with the other Mobile Lead to align platform decisions and priorities. 

• Collaborate with Product Managers, UX/UI Designers, and backend engineering teams to plan and deliver features aligned with business and customer needs. 

• Drive best practices in mobile engineering, including architecture, testing, CI/CD, release processes, and operational excellence. 

• Ensure mobile applications meet security, compliance, and regulatory requirements appropriate to a banking environment. 

• Mentor and coach engineers through regular feedback, code reviews, and hands-on technical guidance. 

• Contribute to hiring activities, onboarding, and the ongoing growth of the Mobile engineering capability. 

• Act as a role model for LHV’s engineering culture, fostering collaboration, accountability, and continuous improvement. 

Skills and Experience 

• Demonstrable experience in a lead or senior mobile engineering role, including line management responsibilities. 

• Strong hands-on experience with either Android (Kotlin) or iOS (Swift), with the ability to collaborate effectively across both platforms. 

• Solid understanding of mobile architecture patterns, performance optimisation, and secure mobile development. 

• Experience working with cloud-based backend services, ideally within an AWS environment. 

• Familiarity with CI/CD pipelines, automated testing strategies, and agile delivery practices. 

• Proven ability to lead teams, manage priorities, and balance delivery with people development. 

• Strong communication and stakeholder management skills, with experience working in cross-functional teams. 

• A user-centred mindset and a pragmatic approach to solving complex technical and organisational problems. 

Career Progression 

This role provides a clear pathway toward Engineering Management at LHV Bank. Lead Mobile Engineers are expected to grow both their technical leadership and people-management capabilities, with opportunities to take on broader scope and responsibility over time.