Operations Manager / Deputy Head – Operations and Support

About Fintech Farm

We are a UK fintech creating successful neobanks in emerging markets in partnerships with local traditional banks.

Our success builds upon a best-in-class product, customer experience, emotional engagement, viral marketing, and deep credit decision-making expertise.

One of our founders had previously co-founded a highly successful Eastern European neobank with a multi-million customer base.

We launched our first market with Leobank in Azerbaijan in 2021, where we have already established market-leading positions. Our next market was Vietnam, where we launched Liobank in early 2023 and also gained solid traction.

India is our next market, which we are looking to launch in the next 6 months, and we are starting to build the team there.

Why Fintech Farm is a great place to be

Our ambition. We are looking to become a leading consumer digital bank brand in each of the markets we operate making it really easy for consumers to interact with their money. You could be a part of this exciting journey.

Our culture. Common sense rather than formal policies prevail in all what we do. Our offices are spread across our markets of presence, London and Europe, and you could work remotely from time to time. Just do it the way it’s efficient for you.

Key Responsibilities:

• Reporting to the Head of OC, transform our early-stage customer support into a scalable, first-rate customer support experience. You will create and improve processes, enhance support resources, and develop our customer support strategy to support customer needs as the business grows.
• Be POC for all Operations and Support topics, in order to ensure constant business continuity and delivery excellence.
• Develop, coordinate and manage teams in operations, including 1st and 2nd lines of customer support, fraud and credit analysts, soft collection etc.
• Monitor the performance efficiency of all direct divisions. Act as mentor and coach to ensure team members are able to meet their KPIs, including SLAs, Quality, Productivity etc.
• Preparing, analyzing, and presenting data to the Head of OC as part of weekly and monthly performance reviews on support operations, including metrics, trends, and areas of improvement.
• Training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.
• Undertake regular performance reviews and 1:1 meeting with direct reports against KPI’s.
• Recruit, train and mentor high performing profiles for various roles, growing the team as the

business grows.

• Collaborate cross functionally and work closely with both internal and external stakeholders to ensure an optimal end to end customer experience. Proactively drive root-cause analysis of existing customer pain points in partnership with product and engineering teams.
• Lead and inspire Operations and Support teams to maintain a constantly motivated and engaged team atmosphere.

Qualification Requirements:

• Minimum 3-4 years of experience managing big scale operations (100+ people) in a hi-growth banking environment, including different channels of customer communication.
• Highly data driven, ability to deepdive and analyze, play with pivot tables, and continuously improve the operations process based on key metrics and raw data.
• Experience in implementing software for Customer Support business process management (inhouse development or leading third party vendors)
• Ability to multi-task, prioritize, manage time effectively and think outside the box.
• Ability to work under pressure in a fast-paced environment, with a strong focus on customer satisfaction.
• Hi-energy and goal-driven personality, focused on achieving big things in 1⁄2 the time that it takes most people.
• Excellent communication, engagement and people development skills.
• Bachelor degree from a reputable University is a must.

We consider as a plus:

• previous startup experience.
• knowledge of the credit card or consumer finance industry, especially fintech.
• knowledge of the basics of fraud and credit analysis.
• knowledge of the basics of recovery.