Head of Operations / Operations Manager
We are looking for a strong Head of Operations to take ownership of the company’s operational function — from the moment a client is handed over from Sales through onboarding, launch, and ongoing support.
You will be responsible for building and optimizing operational processes, coordinating Sales, Onboarding, Compliance/AML, Operations, and external financial partners, managing the team, and ensuring high-quality and efficient operations.
Key Responsibilities
- Lead and develop the Operations Department.
- Build, optimize, and scale operational processes and SOPs.
- Manage the full Client Onboarding lifecycle, from Sales handover to client launch.
- Oversee KYC/KYB processes and coordinate with Compliance/AML teams.
- Coordinate Sales, Onboarding, Operations, Compliance, and other internal teams.
- Manage operational relationships with PSPs, payment providers, banks, and other financial partners.
- Oversee payment operations, including failed/problematic transactions, refunds, and chargebacks.
- Manage operational escalations and complex cases.
- Develop operational KPIs, monitor performance, and prepare regular reporting.
- Identify opportunities to automate and optimize manual processes.
- Participate in CRM and internal systems implementation and coordinate requirements with IT/Product teams.
Requirements
- Experience in FinTech, Payments, Banking, or Financial Services.
- Proven experience managing operational processes and teams.
- Strong understanding of Client Onboarding, KYC/KYB, and cooperation with AML/Compliance.
- Experience working with PSPs, payment providers, or financial partners is a strong advantage.
- Ability to build processes and teams from the ground up.
- Strong organizational and communication skills.
- Ability to work independently, make decisions, and solve complex operational issues in a fast-changing environment.
- Strong Russian and English language skills are highly valued.
Nice to have:
- Experience in payment processing.
- Experience with high-risk / complex industries.
- Experience working across multiple jurisdictions.
- Experience launching new FinTech/Payment products.
- Experience with Operations automation.
- Experience building an Operations Department from scratch.
What We Offer:
- Full-time employment and a leadership role in a growing FinTech company.
- Work with international clients and financial partners.
- The opportunity to build and scale the Operations Department.
- Direct impact on the company’s processes and development.
- Dynamic international environment and opportunities for professional growth.
- Strong Russian and English language skills are highly valued.
- Preferred location: Lithuania or Latvia, but we are open to considering candidates from other locations.