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. Key Responsibilities 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 Required Experience 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 Skills and Attributes 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 #J-18808-Ljbffr