Head of Operations required by European startup to work remotely.

Responsible for the Operations of the company end-to-end, from user onboarding, scoring, to income verification, payment collection and job placements. Report directly to the CEO. Own the “operating system” of the company, work with the founding and management team to define strategic initiatives and follow through with their design and implementation. Knowledge of lending operations, including KYC/AML, scoring, collections, and financial regulation and compliance is required.

Responsibilities:

Design, plan and implement operational strategies to drive growth of the business, and scale client base and volumes 100x from current levels
Bring efficiency across the different areas, from Business Development, Customer Success, to Scoring, Payment’s collection, and Compliance processes
Analyse user workflows ensure optimal balance of efficiency, automation, and customer experience
Create efficient and automated internal processes to drive efficiencies across core KPIs
Build the right process and systems to scale the operations to new markets, researching and planning the right strategies to do so.
Build and lead operations teams across different functions
Understand the market, customers, and users first-hand. You’ll regularly speak with school partners, employer partners, users, and other stakeholders.
Implement compliance processes and policies
Ensure top level customer experience
Work closely with the product and engineering teams to create the right balance between operational efficiency and technology

Requirements:

Extensive knowledge of Operations optimization best practices and strategy frameworks
Excellent soft skills, including ability to build collaborative relationships, oral and written communication skills, problem-solving, adaptability, creativity, and attention to detail
Be highly structured, detail oriented and process driven
Knowledge of lending operations, including KYC/AML, scoring, collections, and financial regulation and compliance.
Experience in building and leading high-performing cross-functional teams
Experience in fast-growth start-up environments, ideally with Fintech / Lending platform.
Data driven, and results oriented
Demonstrate a proactive approach
Ability to think strategically and go into the minor details
Have the capability to build operations and customer services from scratch
Understanding of financial regulation and lending businesses.
Flexibility, being able to adapt and grow in a fast-growth environment operating across multiple geographies (and expanding)
Ability to work under pressure and prioritize
Passionate about customer service excellence and customer experience
Be purpose-driven and moved by the fact that each ISA means a financially healthier customer
Be ready to take the next step in your career and accept accountability for operations globally
Hands-on: not adverse to making a call personally from the contact centre to a customer
Adept in a multi-cultural business operating internationally