Head of Operations

Company Description

Finance Incorporated Limited was established in 2012 and licensed as a financial institution to carry out payment services. During past years, the company created different products under different brands. As a financial institution, the concept behind Finance Incorporated is to bring together various services from separate disciplines to create a financial gateway, where the clients could reach many services with one click.

Finance Incorporated is being managed by a diverse Board of Directors and executives where new ideas are fused with robust governance and controls, valuing strict oversight and transparency whilst never ceasing to innovate and develop.

Our Team, Our Company, Our Home is the motto of Finance Incorporated Limited. We value and support each other in every way we can. 

About the Role

We are seeking an experienced and strategic Head of Operations to lead and transform our operational functions, ensuring efficiency, scalability, operational resilience and regulatory compliance while supporting the Company’s continued growth.

Reporting to the CEO, you will provide strategic leadership across multiple operational functions, drive continuous improvement and automation, strengthen operational controls, and deliver an excellent customer experience.

Key Responsibilities

Operational Strategy & Business Scale

Develop and implement the operational strategy in alignment with the Company’s business objectives.
Review and evolve the operating model to support business growth, new products and expansion.
Identify operational risks, inefficiencies and capacity constraints, implementing solutions to improve performance and scalability.
Provide strategic operational insights and recommendations to senior management.

Operational Excellence & Transformation

Lead and oversee the Company’s Payments Operations, Cards Operations, Customer Support, Onboarding & Client Monitoring, Underwriting, and Fraud & Chargebacks functions.
Drive continuous improvement by simplifying, standardising and automating processes.
Collaborate with Product and Technology teams to optimise systems, reduce manual intervention and improve operational efficiency.
Lead transformation projects, ensuring clear accountability, defined milestones and measurable outcomes.

Performance & Service Delivery

Establish and monitor KPIs, service-level agreements and operational performance dashboards.
Monitor productivity, service quality, onboarding performance, fraud metrics and operational risk indicators.
Promote accountability through regular performance reviews, effective reporting and structured escalation processes.
Identify opportunities to improve customer experience, service delivery and cost efficiency without compromising quality or compliance.

Governance, Risk & Regulatory Compliance

Maintain effective operational controls and ensure adherence to applicable regulatory requirements, internal policies and the Company’s risk appetite.
Oversee operational incidents, audits, inspections and regulatory requests within the operational remit.
Strengthen the Company’s operational resilience and business continuity arrangements.
Support DORA compliance, including incident response, continuity testing and the management of critical services, systems and third-party dependencies.

Stakeholder & People Management

Work collaboratively with other departments to ensure effective execution of business initiatives and operational readiness for new products.
Build, lead and develop high-performing operational teams, fostering a culture of ownership, accountability and continuous improvement.
Drive workforce planning, succession planning and capability development.
Manage operational budgets and resources effectively, identifying opportunities for cost optimisation while maintaining service quality and regulatory standards.

Requirements

Proven senior-level experience in operations management within financial services, payments, fintech or another regulated environment.
Demonstrated experience leading multiple operational functions and managing complex, cross-functional teams.
Strong understanding of payment operations, card operations, customer support, onboarding, client monitoring, underwriting, and fraud and chargeback processes.
A track record of driving operational transformation, process optimisation, automation and business scalability.
Experience developing and monitoring KPIs, service levels, operational reporting and performance improvement initiatives.
Strong knowledge of operational risk management, governance, internal controls and regulatory compliance.
Understanding of operational resilience, business continuity and DORA requirements.
Excellent strategic thinking, leadership, decision-making and stakeholder management skills.
Strong analytical and problem-solving abilities, with a focus on delivering measurable business outcomes.
A proactive and collaborative approach, with the ability to balance operational efficiency, customer experience, risk management and compliance.

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