Head of Operations - Cape Town, South Africa - SnapScan
Job Summary: 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 position involves overseeing a range of functions, including fraud, compliance and risk management, financial operations (merchant settlements), payment operations, merchant onboarding, and customer support, to ensure that customer service levels are maintained in line with our strategic goals, as well as Bank SLAs.
The role 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 business
- jump between contexts and develop a deep knowledge and understanding of the SnapScan platform, its customers and the offering
- experience dual business cultures and ways of working between Standard Bank and SnapScan
Key responsibilities will include:
- Part of the Senior Manco team at SnapScan and contributing to the setting and execution of the company's OKRs, operations strategy and culture
- Collaborating with the CEO in operations planning and scaling in line with company-wide strategy and goals
- Cascading the Operations Strategy to the Operations, Compliance and Onboarding, and CX Teams and translating the strategy into actionable goals for performance and growth
The Head of Operations will be responsible for:
- Ensuring 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 platform
- 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 SLAs
- Ensuring the availability of 7-day-a-week support/ops services (available over weekends and public holidays, emergency after-hours support etc.)
- Overseeing the development and adaptation of appropriate fraud prevention strategies as the SnapScan merchant network grows and the product offering expands
The Head of Operations will lead a team of direct reports, including Customer Experience Manager, Operations Manager, and Compliance & Onboarding Lead, and will be responsible for:
- Coaching and growing the competencies and capabilities of your direct reports, engaging in succession planning, team design, and growth plans to achieve productivity and engagement
- Creating and cultivating a sustainable, healthy, inclusive, customer-centric culture within the teams ensuring that team members thrive, and deliverables are met
- Providing ad hoc tactical guidance and support to the Operations Manager, CX Manager and Compliance Lead when launching new features/products
Requirements:
- Relevant bachelor's degree or professional certification/s
- Considerable experience in Operations Management and Leadership at a senior level, ideally within Fintech startups
- Industry knowledge and experience in Fintech & payments
- A successful track record in leading and developing effective, engaged and high-performing teams
- Proven ability to ensure robust ongoing operations of complex systems and set up monitoring, alerting and alarming for critical systems
- Sound knowledge and experience in leadership and coaching, process improvement, design and implementation, good understanding of data and some experience with regulatory compliance and risk management
What we offer:
- 30 days of annual leave
- A medical aid contribution/fringe benefit of up to R2 000 per month
- An Apple MacBook and necessary gear
- A trendy office space (when in the office)
- Discretionary annual bonus
- Lots of opportunities to learn
- Flexible office/remote working - you get to choose whether you want to work remotely or from the office, depending on the importance of critical meetings
- Paid parking (when working from the office)
- 3 days of mental health leave a year
- The opportunity to be part of a great team and culture
We are an equal opportunities employer and welcome applications from all qualified candidates. If you are a motivated and experienced professional looking for a new challenge, please submit your application.
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