Head of Operations

Location Costa Rica
Job Type Permanent
Salary Negotiable + strong bonus and relocation
Reference 29472

Overview

The Head of Operations will be a key member of the senior management team, reporting to the CEO.

The goal is to secure the functionality of business to drive extensive and sustainable international growth.

This role will work closely with Technical, Trading, Modelling, Product and Business Development teams to ensure the effective coordination of Group operations; service delivery and support; issue resolution and ongoing operational performance monitoring, and management.

You’ll have to maintain control of diverse business operations totalling circa 150 team members, so we expect you to be an experienced and efficient leader.

This role will grow into a Chief Operations Officer position over time and will sit at the Executive Board level.

 

Responsibilities

Manage and lead all operational processes and projects across the areas of; call centre, customer services, AML, fraud, payments and risk.

Accountable for budget compliance, staff management and day-to-day operations

of all the teams.

Provide effective and inspiring leadership and coach, develop and retain high-

performance employees and teams.

Work to ensure that the operational side of the business is in compliance with

stipulated regulations.

Design and lead a long-term plan for operations that will sustainably support growth,

contingency, company culture and value foundation.

Promote a culture of service excellence across the business. 

In conjunction with technology and process teams, create, develop and manage a continual service improvement plan;

Establish an effective incident management and escalation process, and ensure adherence to it. 

Ensure high impact issues are understood and managed well through to resolution.

Develop a good knowledge of backend processes and IT platforms, understanding limits and possibilities to better support decision making, aid troubleshooting and identifying potential improvements.

 

Person Specification

Strong communication skills, both verbal and written, with internal and external business partners and stakeholders

Must have excellent organizational and time management skills

Self-starter with the ability to multi-task in a fast-paced environment

Experienced in developing and implementing operations strategies, processes and structures.

Proven leadership experience with the ability to resolve problems and drive issues/opportunities to rapid resolution by ensuring cross team alignment and communication

Proven track record of delivering against targets

Must be well organised and have the ability to prioritise and manage multiple

Excellent oral communication, presentation and networking skills

Must possess a consultative approach with strong interpersonal and communication skills;

Must inspire others through leading by example each day;

Able to work and collaborate effectively in a matrix structure operating across several locations

Passion for individual and Company success

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