We are partnering with an ambitious and innovative Fintech company to recruit a Customer Operations Director. This is a key leadership position, overseeing the global customer operations function and ensuring a first-class experience for customers.
You’ll lead the Cardiff-based operation of ~250 staff across departments including Customer Support, Collections, FinCrime Operations, Complaints, and Disputes. This role is perfect for a proven, driven leader who thrives in fast-paced, customer-focused, and regulated environments.
Key Responsibilities:
Leadership:
Take accountability for the customer experience across global markets, ensuring operational excellence at scale. Team Management:
Lead and inspire a team of ~250 staff, working closely with departmental Heads to deliver results. Operational Efficiency:
Refine processes and systems to improve customer satisfaction while maintaining compliance and driving efficiency. Strategic Collaboration:
Work alongside senior leadership and Product teams to provide feedback on product improvements that enhance customer journeys and operational performance. Culture Building:
Foster an engaging, inclusive, and high-performance culture that reflects the organization’s values. What We’re Looking For:
This role requires a forward-thinking and hands-on leader with: Proven Experience:
A strong track record of managing large-scale operations, ideally within FinTech or a similarly fast-paced, regulated sector. Leadership Skills:
The ability to guide, mentor, and inspire senior leaders and teams to achieve strategic goals. Customer-Centric Mindset:
A passion for delivering exceptional customer experiences while maintaining efficiency. Strong Communication:
A clear and confident communicator who can influence stakeholders at all levels. Cultural Fit:
Someone who thrives in a dynamic and collaborative environment. What’s on Offer:
This is a rare opportunity to join a thriving organization with an ambitious vision and a customer-first ethos. You’ll have the autonomy to shape the future of their operations, lead a talented team, and deliver measurable impact in a fast-moving environment. Package:
How to Apply:
If you have the experience and drive to take on this exciting leadership role, we’d love to hear from you. Contact us today to discuss the opportunity and submit your application. Seniority level
Director Employment type
Full-time Industries
Staffing and Recruiting
#J-18808-Ljbffr
Leadership:
Take accountability for the customer experience across global markets, ensuring operational excellence at scale. Team Management:
Lead and inspire a team of ~250 staff, working closely with departmental Heads to deliver results. Operational Efficiency:
Refine processes and systems to improve customer satisfaction while maintaining compliance and driving efficiency. Strategic Collaboration:
Work alongside senior leadership and Product teams to provide feedback on product improvements that enhance customer journeys and operational performance. Culture Building:
Foster an engaging, inclusive, and high-performance culture that reflects the organization’s values. What We’re Looking For:
This role requires a forward-thinking and hands-on leader with: Proven Experience:
A strong track record of managing large-scale operations, ideally within FinTech or a similarly fast-paced, regulated sector. Leadership Skills:
The ability to guide, mentor, and inspire senior leaders and teams to achieve strategic goals. Customer-Centric Mindset:
A passion for delivering exceptional customer experiences while maintaining efficiency. Strong Communication:
A clear and confident communicator who can influence stakeholders at all levels. Cultural Fit:
Someone who thrives in a dynamic and collaborative environment. What’s on Offer:
This is a rare opportunity to join a thriving organization with an ambitious vision and a customer-first ethos. You’ll have the autonomy to shape the future of their operations, lead a talented team, and deliver measurable impact in a fast-moving environment. Package:
How to Apply:
If you have the experience and drive to take on this exciting leadership role, we’d love to hear from you. Contact us today to discuss the opportunity and submit your application. Seniority level
Director Employment type
Full-time Industries
Staffing and Recruiting
#J-18808-Ljbffr
