Head of Operations

Requirements

As the leader of the Operations team, you will play a critical role in overseeing the day-to-day operations of the organisation. Your responsibilities cover a wide range of tasks, from employee management and quality control to optimising processes and devising initiatives to drive business performance.

The wider goal of operations management is to ensure that a company's resources are used efficiently and effectively to achieve its strategic goals. This is a senior position, and you will be working closely with the Customer Service and Compliance Team Leads as well as Finance, Product and Tech. You will report to the CEO. 

Main duties & responsibilities

This role will perform all duties pertaining to the role, including but not exclusive to:

• Developing and implementing operational policies and procedures to ensure efficient and effective operations.
• Work cross-departmentally with the Customer Service and Compliance Team Managers to optimise systems and processes, define best practices, and ensure that all operations are aligned with organisational objectives.
• Managing the day-to-day operations, handling and monitoring all escalations and providing guidance and decisions on escalated matters.
• Ensuring that organisational processes remain legally compliant with regulations and standards.
• Working directly with the CEO and CFO to manage budgets, forecasting and allocating resources to help meet business and strategic goals.
• Work closely with the CEO with the strategic planning process and ensuring key performance indicators (KPIs) are in place and targets are met.
• Performing quality assurance controls to ensure the company’s products and services meet customer expectations and monitoring operations KPIs and metrics.
• Owning the relationships with all third-party partners (pay in/out) to monitor performance, seek out performance improvements, and ensure partners are meeting defined SLAs.
• Analysing data and trends to identify opportunities for process improvement and cost savings
• Develop product initiatives to support efficient processes and continuously improve operational efficiency.
• Leading the internal communications and services updates to ensure all Frontline Operations teams are informed about product changes, services, and process update on a regular basis.
• Leading the Frontline management meetings to review overall Frontline performance metrics, troubleshoot problem areas, drive process improvement and innovations
• Overseeing Operations staffing plans and supervising, hiring and training new employees
• Monitoring the performance and productivity of operations team as well as overseeing performance of Customer Services and Compliance teams, providing coaching, training and feedback to improve performance
• Using strong communication skills to foster a culture of innovation and productivity in the workplace

Working hours

9am to 6pm local time

Additional hours may be required for critical cases