Role Summary We'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 Responsibilities
Team Building & Leadership Build, structure, and scale the operations team — hiring, onboarding, and developing specialists and managers Manage the day-to-day operational work of your reports, setting clear priorities and accountability Mentor and grow the team, fostering a culture of ownership and continuous improvement
Process Design & Operational Excellence Design and document the operational processes that run the business across digital and hybrid online-offline workflows Streamline workflows to maximize processing speed, efficiency, and quality Make the non-digital parts of the customer journey feel as seamless as the digital ones Ensure operational processes stay aligned with relevant CBE and FRA regulatory requirements
Performance Management (SLAs & KPIs) Define, set, and monitor SLAs and KPIs for the operations function Hold the team accountable to targets; track adherence, surface bottlenecks, and drive resolution Own operational performance outcomes end to end
Technology, Automation & Enablement Partner with Technology and Product to design, automate, and improve technology-enabled operations Identify opportunities to automate manual and offline steps in the operational flow Train and upskill the operations team on updated, tech-enabled processes
Reporting & Continuous Improvement Own operational reporting to company leadership Continuously identify optimizations and enhancements to operational flows Use operational data to inform decisions and prioritize improvements
Qualifications
Experience7+ years in operations, including proven experience building and managing teams Experience designing, scaling, and optimizing operational processes Track record of setting and delivering against SLAs and KPIsFintech experience strongly preferred Bonus: background in mortgage, consumer finance, or card management (not required)
Ways of Working Comfortable working closely with technology and product teams Experience with hybrid online-offline workflows, not purely digital operations Data-driven approach to decision-making and prioritization Comfort in a fast-paced, evolving environment
Skills & Attributes Strong process design and operational analytics capability Excellent stakeholder communication and cross-functional collaboration Strategic thinker with hands-on execution People leadership and team development
Languages Fluent in English (written and verbal)