Senior Operations Manager

We are looking for a Senior Operations Manager to lead our Customer Service and Operations function. This senior leadership role is responsible for managing a team of managers and ensuring our customers receive a consistently excellent experience across all touchpoints. You will play a key role in shaping operational strategy, driving continuous improvement, and ensuring that our teams are equipped to scale alongside a fast growing business.

• Leadership & People Management: Lead, coach, and develop a team of operations managers, fostering a high performance culture
• Set clear performance expectations, conduct regular reviews, and support career development across the team
• Drive accountability and engagement at all levels of the operations function
• Operational Excellence: Oversee the end to end delivery of customer service operations, ensuring quality, efficiency, and consistency
• Define and monitor key performance indicators (KPIs) across the department, using data to identify trends and drive improvement
• Develop, implement, and refine operational processes, policies, and procedures
• Manage escalations and ensure robust resolution frameworks are in place
• Strategy & Stakeholder Engagement: Partner with senior leadership to align operational goals with broader business objectives
• Contribute to long term planning for the CS and Operations function, including headcount forecasting, tooling, and process design
• Work cross functionally with Product, Technology, Compliance, and Finance to deliver seamless customer outcomes
• Reporting & Compliance: Produce regular operational reports for senior leadership, highlighting performance, risks, and opportunities
• Ensure all operations adhere to relevant regulatory and compliance requirements
• Maintain a strong understanding of the fintech and remittance landscape to anticipate operational challenges

• 5+ years of experience in operations or customer service management, with at least 3 years in a senior or multi team leadership role
• Proven track record of managing managers and developing high performing teams
• Experience in fintech, financial services, or a similarly regulated industry is strongly preferred
• Demonstrated ability to design and implement operational processes at scale
• Relevant tertiary qualification is advantageous

• Strong analytical and problem solving skills, with a data driven approach to decision making
• Excellent interpersonal and communication skills, with the ability to influence across all levels
• High level of organisational maturity and the ability to manage competing priorities in a fast paced environment
• A collaborative and empathetic leadership style, with a genuine commitment to people development
• Comfortable operating with ambiguity and driving clarity for your teams
• Tools: ZenDesk, Jira