Head of Operations

Our client within the fintech industry is seeking to recruit for a Head of Operations will work alongside the COO to oversee, enhance, and support the company's operational functions, 

This position is designed to provide leadership, stability, and operational direction across several departments as the business continues to evolve and expand. The successful candidate will collaborate closely with department leaders to strengthen teamwork, improve processes, increase operational effectiveness, and ensure an exceptional client experience.

Duties include:

• Partner with the COO to support the management and performance of key operational departments, including: Payments, Cards, Onboarding, Client Reviews
• Collaborate with senior team members across each function to drive alignment, accountability, and consistency in operational delivery.
• Encourage effective cross-functional collaboration and help remove barriers that may hinder communication or efficiency between teams.
• Identify process inefficiencies, operational challenges, and areas for improvement, leading initiatives focused on enhancing workflows, automation, and scalability.
• Assist in the development and implementation of operational procedures, controls, and service standards to improve efficiency and strengthen the client journey.
• Serve as an escalation point for complex operational and client-related issues when required.
• Support department leaders with workforce planning, prioritisation, workload distribution, and operational execution.
• Leverage technology and operational insights to improve reporting, transparency, productivity, and informed decision-making.
• Work closely with Product and Technology teams to ensure operational needs are incorporated into practical, scalable solutions.
• Track and analyse operational KPIs and service standards, ensuring teams remain aligned with business goals 
• Promote a culture of ownership, collaboration, continuous improvement, and operational excellence.
• Assist the COO in delivering strategic projects, operational initiatives, and wider business improvement programmes.
• Provide coaching, support, and leadership to managers and senior team members across the operational functions.
• Ensure continuity of leadership and operational support by stepping in where additional guidance or coverage is needed.

Requirements

• Strong operational management experience within fintech, payments, financial services, or a similarly regulated environment
• Proven experience managing or overseeing multiple operational teams
• Strong understanding of operational processes related to payments, cards, onboarding, or client operations
• Strong leadership and communication abilities, with experience managing change and driving collaboration across teams
• Ability to operate effectively in a fast-paced and evolving environment
• Local experience is a must for this role