Role SummaryWe're looking for a Head of Operations to own and build out MNZL's operations function end to end. You will expand and lead the operations team, co-design the processes that run the business, set and deliver against SLAs and KPIs, and partner closely with Technology and Product to automate and continuously improve how operations work. You'll be the owner of operational performance and the primary voice on operations to company leadership.Key ResponsibilitiesTeam Building & LeadershipBuild, structure, and scale the operations team — hiring, onboarding, and developing specialists and managersManage the day-to-day operational work of your reports, setting clear priorities and accountabilityMentor and grow the team, fostering a culture of ownership and continuous improvementProcess Design & Operational ExcellenceDesign and document the operational processes that run the business across digital and hybrid online-offline workflowsStreamline workflows to maximize processing speed, efficiency, and qualityMake the non-digital parts of the customer journey feel as seamless as the digital onesEnsure operational processes stay aligned with relevant CBE and FRA regulatory requirementsPerformance Management (SLAs & KPIs)Define, set, and monitor SLAs and KPIs for the operations functionHold the team accountable to targets; track adherence, surface bottlenecks, and drive resolutionOwn operational performance outcomes end to endTechnology, Automation & EnablementPartner with Technology and Product to design, automate, and improve technology-enabled operationsIdentify opportunities to automate manual and offline steps in the operational flowTrain and upskill the operations team on updated, tech-enabled processesReporting & Continuous ImprovementOwn operational reporting to company leadershipContinuously identify optimizations and enhancements to operational flowsUse operational data to inform decisions and prioritize improvementsQualificationsExperience7+ years in operations, including proven experience building and managing teamsExperience designing, scaling, and optimizing operational processesTrack record of setting and delivering against SLAs and KPIsFintech experience strongly preferredBonus: background in mortgage, consumer finance, or card management (not required)Ways of WorkingComfortable working closely with technology and product teamsExperience with hybrid online-offline workflows, not purely digital operationsData-driven approach to decision-making and prioritizationComfort in a fast-paced, evolving environmentSkills & AttributesStrong process design and operational analytics capabilityExcellent stakeholder communication and cross-functional collaborationStrategic thinker with hands-on executionPeople leadership and team developmentLanguagesFluent in English (written and verbal)