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Job type:
Head of Operations
Company description
For our client- fintech company with a presence in international markets, that enables customers to pay for any product or service in instalments in any shop and through any channel in just a few clicks, we are recruiting a Head of Operations.
Description
Leadership & Organizational Management
Lead and coordinate day-to-day operations of Customer Support, Back Office, and Collection teams;
Maintain high service quality and efficiency in all operational processes related to consumer lending (loan approval, disbursement, repayment, and collection);
Lead and develop operations management teams;
Establish clear roles, responsibilities, and performance standards.
Operational Strategy & Governance
Define and execute the operational strategy in alignment with company objectives;
Establish governance frameworks to ensure consistency, accountability, and control;
Support executive leadership with operational insights and decision-making.
Regulatory Compliance & Operational Risk
Ensure operational adherence to financial regulations and industry standards;
Closely coordination with Compliance, Legal, and Risk functions to implement effective controls;
Maintain audit-ready processes and documentation;
Oversee business continuity, disaster recovery, and operational resilience.
Financial & Transaction Operations
Oversee end-to-end transaction processing, settlement, and reconciliation activities;
Ensure accuracy, timeliness, and integrity of financial operations;
Manage operational relationships with banks, payment networks, and service providers;
Monitor and resolve operational exceptions, disputes, and chargebacks.
Customer Support and Back Office
Plan, execute, and control the customer support workflow for excellent customer experience and continuous improvement of CSAT and response metrics;
Manage and monitor back office activities related to loan administration, documentation, and settlements;
Maintain accurate and timely recording of business events and financial transactions in the internal systems;
Oversee the preparation of reports and documentation for management and regulatory purposes.
Collections
Define the local collection process (soft, pre-court, and court stages);
Coordinate collaboration with external collection agencies and legal partners;
Track collection performance and recovery metrics for compliance with internal and legal standards.
People and HR
Participate in recruitment, training, employee engagement, and other employee-related initiatives at the local level.
Requirements
Qualifications:
Bachelor’s degree in Economics, Business Administration, Finance, or related field;
Minimum 5 years of experience in operations or back office roles within financial services (banking, leasing, or fintech);
At least 3 years of management experience, leading multi-functional teams;
Strong understanding of consumer lending operations, accounting principles, and collection processes;
Fluency in Romanian and English (speaking, reading, writing);
Experience working with external partners, auditors, or regulatory bodies;
High degree of ownership, accountability, and organizational discipline;
Strong problem-solving, decision-making, and communication skills;
Proficiency with operational tools (e.g., CRM, ticketing, accounting, or ERP systems).
Skills and competencies:
Solid knowledge of consumer credit processes and regulations applicable in Romania;
Ability to manage multiple operational streams simultaneously;
Excellent planning, prioritization, and analytical skills;
Strong leadership and people management capabilities;
High adaptability and a continuous improvement mindset;
Strong collaboration and cross-functional communication skills;
Tech-savvy and comfortable with digital tools and data-driven decision-making.
