Head of Operations | Post Series C Fintech Scale-Up | London

We are excited to be working with one of London's most exciting Fintech success stories that're redefining financial products with admirable intentions! After raising significant sums of capital in their recent funding rounds, they are looking to bring in a high performing and strategically minded Head of Operations as number 2 in Operations to the Global COO.

This exciting scale-up has created a new proposition in the market providing financial services to individuals and giving them access to better value financial products. The business' goal really is to do good and make people's lives better which it has succeeded in doing over the past 5 or 6 years!

They are extremely well funded with a large institutional investor, a heavy hitting PE firm and an investment bank backing them, and after a lot of R&D they are partnering with their investors on new financial products and instruments that continue to disrupt the fintech space.

The company is truly in scale-up mode, and they have eyes on an IPO in the next few years with their most recent valuation being close to one third of a £billion. They currently operate in both the UK and the US and have a great culture including an impressive approach to working from home.

The role

The Head of Operations will report into the Global COO and be responsible for all operational aspects of the UK business. You will have a broad remit covering client and financial operations, Customer Service & Complaints, Collections Strategy, and Incident Management and with responsibility for managing teams in the UK and India. You will be responsible for producing executive reports and ultimately innovating to make the company more efficient.

Responsibilities

• Responsible for the development and growth of the UK and India Operations team.
• Work with the Global COO to develop and continuously improve end to end operational reporting to monitor performance and emerging risks, procure additional investment and drive the strategic operational agenda in the business.
• Ensure that all customer friction points (which could arise from the customer journey or partner issues) are dealt with by the team as efficiently and effectively as possible, whilst having an eye for overall trends & root causes in order to formulate scalable solutions.
• Oversee and continuously improve incident management methodologies, ensuring prioritisation frameworks are fit for purpose, SLAs are met and effective and timely reporting is delivered to stakeholders.
• Oversee and develop the collections strategy development and executions, ensuring compliance with regulatory and internal policy.
• Provide accurate and clear reporting across all operational teams to demonstrate operational productivity.
• Drive innovation across the operations team, internal teams and external partners to reduce risk and increase operational efficiency.
• Provide leadership on operational projects, ensuring deadlines are being met and regular updates are provided.
• Develop and maintain a compliance first approach the operations, ensuring procedures and solutions are aligned with Treating Customers Fairly and monitoring and reporting on compliance performance.

What we need to see (essential)

• Experienced in running a regulated consumer credit operations function or strong management consultancy strategic background with understanding of fintech markets.
• Confident in leading large multidisciplinary teams.
• Experienced in analysing operational demand, supply, risks and innovation opportunities.
• Have a strong track record in building and managing supplier partnerships.
• Have a strong business acumen with an ability to bridge between the business and operational strategy.
• Be credible when influencing your internal and external stakeholders.
• Have a passion for building high performing operations teams.
• Set clear operational standards and practices with effective monitoring and management techniques to ensure the teams develop and grow.
• Be experienced in working across the business teams to understand their needs and drive appropriate operational solutions and effective communication to your stakeholders.

What we would like to see (bonus)

• Experience in consumer credit or regulated fintech environment preferred.

Salary: Up to £100,000 + bonus + options

Please get in touch with Jack () for more information.

Please feel free to circulate with any friends or contacts that may be interested.

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