Head of Operations - FinTech

Overview

In this role you will lead client operations for a fast-growing fintech payments business, overseeing both service delivery and technical support. You’ll shape how the team supports clients across 1st–3rd line support and collaborate with external providers, potentially guiding overseas operations. Reporting to the C-suite, you’ll align operations with technology and business needs to optimise client outcomes. This is a high-impact role for someone who drives change and scales operational excellence in a dynamic environment.

Responsibilities

• Lead client service delivery and technical teams across 1st, 2nd and 3rd line support
• Manage relationships with external providers and oversee the ticketing system
• Act as the point of contact for major client issues
• Provide strategic input to broader operations, including operational change, technology operations and client-focused business operations

Key requirements

• Strong track record in the payments space
• Experience managing and maintaining client relationships
• Sound knowledge of operational processes
• Ability to implement operational change and oversee technology operations

• stakeholder management
• leadership
• clear communication
• operational processes
• technology operations
• ticketing system management

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