Head Of Operations

We are looking for a Head of Operations to uphold the operational excellence of the SnapScan platform.
As Head of Operations, you will oversee the Operations, Customer Experience (CX), and Compliance & Onboarding Teams to ensure the smooth running of the SnapScan platform and ensure that our operational backend is robust and secure as we expand our product offering and establish new operational frameworks and broader payment acceptance.
The Operations, Compliance and Onboarding & CX Teams comprise a range of functions, including but not limited to fraud, compliance and risk management, financial operations (merchant settlements), payment operations, merchant onboarding, and customer support, that ensure that customer service levels are maintained in line with our strategic goals, as well as Bank SLAs.
This exciting position, reporting directly to our CEO, is key to enabling the company to continue to deliver quantifiable value to our customers and help craft the future of SnapScan. It also provides our ideal candidate with a fantastic opportunity to:
be the central point of oversight for the most core functions of the businessjump between contexts and develop a deep knowledge and understanding of the SnapScan platform, its customers and the offeringexperience dual business cultures and ways of working between Standard Bank and SnapScan
Reporting Structure: You will report to the CEO
Direct Reports: Customer Experience ManagerOperations ManagerCompliance & Onboarding LeadThe core responsibilities are detailed here but bear in mind that this is a very fluid and dynamic environment with a constantly changing set of challenges and opportunities.
Key responsibilities will include:Being part of the Senior Manco team at SnapScan and contributing to the setting and execution of the company's OKRs, operations strategy and cultureCollaborating with the CEO in operations planning and scaling in line with company-wide strategy and goalsCascading the Operations Strategy to the Operations, Compliance and Onboarding, and CX Teams and translating the strategy into actionable goals for performance and growthStakeholder ManagementCommunicating to relevant stakeholders on the monitoring, alerting, alarming, and uptime of the SnapScan payment service and related products, as well as overall service levels for customer supportEnsuring robust operational and customer support efforts and workflows are designed, documented, communicated, and operationalised for all relevant stakeholders when new products or features are introduced into the SnapScan platformOperational ExcellenceBeing responsible for critical incident handling, driving for root cause analyses, handling incident remediation efforts, and setting up strategies for ensuring operational robustness measures to prevent future issues originating from SnapScan and/or suppliers as far as possible.Improving the operational flow of work between SnapScan, its payment service provider(s), and Standard Bank, as well as compiling and assessing the performance of our service providers in line with all SLAsIn collaboration with Team Leads and Managers:Ensuring the availability of 7-day-a-week support/ops services (available over weekends and public holidays, emergency after-hours support etc.Ensuring transparency/job sharing within the greater Ops/Complince& Onboarding/CX team (especially for weekend / after-hours functions, but also to:Decentralise institutional knowledge /avoid a situation where only 2 people know everythingOversee onboarding of new team members as managed by team managersIn collaboration with the Operations Manager:Overseeing the development and adaptation of appropriate fraud prevention strategies as the SnapScan merchant network grows and the product offering expandsDeveloping and monitoring sound and efficient operational practices to limit other forms of risk (e.g. where daily merchant settlements, PCI and the reconciliation of payments are concerned)Holding third-party providers accountable for service deliveryAd hoc incident response management, e.g. in case of systems failure / other urgent or critical operational problems in collaboration with other leads and departmentsEnsuring that risk mitigation and growth objectives are balanced appropriately in all operational functions.Developing, documenting, and implementing new processes in response to the changing environment and requirements of the company.Being the final escalation point for system failures and ensuring 24/7 incident handling schedules are filled by the operations team, as appropriate.In collaboration with the Customer Experience Manager:Overseeing customer service operations and looking for ways to enhance customer retentionDeveloping and adapting appropriate strategies for efficient query handling via phone, email and social media, including using data from different support channels to identify and reduce the number of recurring queries, e.g. by improved messaging/user education, team training, real-time payments monitoring etc.Ensuring response times are maintained at a level that serves the SnapScan product's strategic interests and is in line with Standard Bank SLAsIn collaboration with the Compliance Lead:Overseeing compliance and onboarding operations and looking for ways to enhance the conversation rate while maintaining adherence to industry regulations.Managing and ensuring adherence to the compliance and risk management plans, our regulatory universe and the remediation of any gaps found.Leadership & People ManagementWith guidance from SnapScan's Head of People Assisting your direct reports in scaling and adapting operations, and customer experience team structures in line with the company's growth strategy.Coaching and growing the competencies and capabilities of your direct reports, engaging in succession planning, team design, and growth plans to achieve productivity and engagementCreating and cultivating a sustainable, healthy, inclusive, customer-centric culture within the teams ensuring that team members thrive, and deliverables are metProviding ad hoc tactical guidance and support to the Operations Manager, CX Manager and Compliance Lead when launching new features/productsReporting & Metrics ManagementEvaluating performance by analysing and interpreting data and metricsReporting on operational performance and putting forward improvements
Identifying areas for Continuous Improvement and staying on top of new trends and developments in the fintech operations space
Compliance & GovernanceEnsuring that all Operations, Compliance and Onboarding, & CX practices adhere to regulatory, security & privacy requirementsThis job may be for you if:You are relentless in your customer focus.You are organised, accurate and process-driven in how you get things done.You relate well to people and easily establish good working relationships across all functions and management levels, working collaboratively and independently.You're level-headed and cool under pressure. When things change, you know how to roll with the punches.You are emotionally intelligent.You have a strong strategic mindset and are able to deal effectively with senior stakeholdersYou are adaptable and flexible to effectively deal with rapid changes occurring in the industry.Basically, you will blow us away with your work ethic, your passion, your integrity, your attitude and your energy!You should be great at:Team leadership, management and hiringPlanning, organising and time managementAnalytical and critical thinking to help find creative solutions to problemsCollaborating effectively with others, working in teams, building relationships, sharing ideas, resolving conflictYou are our ideal candidate if you have:A relevant bachelor's degree or professional certification/sConsiderable experience in Operations Management and Leadership at a senior level, ideally within Fintech startupsIndustry knowledge and experience in Fintech & paymentsA successful track record in leading and developing effective, engaged and high-performing teamsA proven ability to:Ensure robust ongoing operations of complex systemsSet up monitoring, alerting and alarming for critical systemsSound knowledge and experience in:Leadership and coachingProcess improvement, design and implementationGood understanding of dataSome experience with regulatory compliance and risk managementBonus points for previous experience in: Scaling onboarding operations in line with company needsManaging platform migrationsRemediation on customer accountsExposure to fraud and setting up new fraud mitigation strategiesSetting up operational flows for new payment typesWorking with product teams/BAs to map operational impacts and dependenciesQuery compilation and data analysisThe benefits of joining our team:30 days of annual leaveA medical aid contribution/fringe benefit of up to R2 000 per monthAn Apple MacBook and necessary gearA trendy office space (when in the office)Discretionary annual bonusLots of opportunities to learnFlexible office/remote working - you get to choose whether you want to work remotely or from the office, depending on the importance of critical meetingsPaid parking (when working from the office)3 days of mental health leave a yearThe opportunity to be part of a great team and culture!
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