Head of Operations

Purpose of the Role   The Head of Operations is responsible for leading and further developing a team working across Partner Success and FX Operations. The role ensures high-quality partner delivery, efficient operational execution, and strong adherence to internal procedures and regulatory requirements.   Key Responsibilities People leadership for the Operations team (Partner Success & FX Operations), including coaching, capability development, and prioritization Overall responsibility for day-to-day operations within FX Operations Ensure efficient handling of FX-related workflows, including trade processing, reconciliations, settlement, and issue resolution Act as a key interface between Partner Success, Operations, Compliance, Product/Engineering, and other internal stakeholders Drive continuous improvement and automation of processes across FX and partner delivery Responsible for developing, enhance and execute ZTL’s Partner Success Program Ensure high partner satisfaction through structured follow-up and case management Ensure compliance with relevant regulations, internal controls, and risk management practices Implement and run annual ENPS data collections Escalation ownership and handling of complex partner and operational cases   Core Tasks Daily leadership and prioritization of team activities and backlog Operational support in complex FX and partner-related inquiries Monitor and follow up on SLAs and delivery quality Collaborate with Product and Engineering to improve partner journeys and operational tooling Reporting on KPIs, deviations, incidents, and improvement initiatives Support onboarding of new partners, particularly for FX-related products and workflows Policy and procedure ownership (e.g. Incident Management, Crisis Management etc).   Qualifications Relevant higher education in economics, finance, business, or similar (or equivalent experience) Experience from middle office / back office operations, preferably within e-banking, fintech, or a financial institution Strong understanding of FX products, settlement, and operational processes Experience working with partner/customer dialogue and operational support Prior people leadership or functional leadership experience is required   Personal Attributes Structured, pragmatic, and solution-oriented Confident leader with the ability to motivate and develop others Strong execution and prioritization skills Excellent communication skills, both written and verbal Comfortable taking responsibility in a regulated and operational environment   We Offer (can be adapted) A central role in a growing fintech environment Real opportunity to influence and develop both the team and operational processes Close collaboration with cross-functional teams Competitive terms and strong development opportunities