Head of Operations

About the job

We are seeking a seasoned Head of Operations to lead and optimise our company's daily operations. The ideal candidate will possess extensive experience in payments and financial services operations, coupled with exceptional leadership abilities and a strong commitment to process enhancement. As the Head of Operations, you will be responsible for ensuring the seamless and efficient performance of our Operations department.

As our Head of Operations, you will have these main objectives:

• Oversee Payment Operations: Monitor and process daily outgoing and incoming payments, including manual, single, batch, and urgent payments via SEPA, SWIFT, and third-party payment providers. Ensure all payment transactions comply with internal and external regulations, adhere to cut-off times, and meet internal product requirements.
• Third-Party Provider Management: Maintain and nurture relationships with third-party payment providers, ensuring any payment-related issues are promptly addressed. Liaise with external partners to resolve discrepancies and ensure smooth transactional flows.
• Reporting and Reconciliation: Provide and analyse daily reports required for financial reconciliation purposes. Ensure the accuracy and timeliness of financial data to support reconciliation activities.
• Policy Adherence and Compliance: Ensure the operations team adheres to all payments-related policies and procedures. Stay updated on changes in regulations and ensure compliance across all payment processes.
• Issue Escalation and Resolution: Quickly identify and escalate any issues that could impact daily operations to relevant stakeholders. Collaborate with cross-functional teams to resolve operational challenges.
• Process Improvement and Innovation: Continuously evaluate and suggest improvements for operational systems, processes, and procedures. Lead initiatives aimed at enhancing efficiency and effectiveness in payment processing.
• Leadership and Support: Assist the Operations Manager with strategic projects and ad-hoc tasks, providing operational insights and leadership. Mentor and develop the operations team, fostering a culture of excellence and continuous improvement.

You will be a good fit if you:

• Are aligned with our values of Belief, Transparency, Accountability & Ownership, Positivity and Execution
• Educational Background: Professional Qualification with the Malta Financial Services Authority (MFSA) is a plus with an advanced level qualification or equivalent (MQF Level 4 or higher), and a strong foundation in operational management.
• Experience: Have a minimum of 3+ years of experience in a mid-junior role preferably within the financial services or payments industry. Prior experience in a leadership or managerial capacity is highly desirable.
• Communication: Exhibit excellent written and verbal communication skills in both Maltese and English, with the ability to effectively convey complex information to diverse teams and stakeholders. Adaptability in communication across different environments is essential.
• Relationship Building: Demonstrate a proven ability to build and maintain positive relationships with individuals and teams across a broad, diverse organisation. Experience in fostering collaboration and cohesion is crucial.
• Product and Market Knowledge: Have extensive experience supporting multiple brands through platform products, with a strong understanding of payment methods, particularly in emerging markets. Familiarity with the latest industry trends and operational best practices is a plus.
• Data-Driven Decision-Making: Possess a track record of using both qualitative and quantitative data to inform strategic decisions. Strong analytical skills and the ability to translate data into actionable insights are key.
• Leadership and Collaboration: Be a natural leader and collaborator who excels in driving decision-making processes. Demonstrate strong time management and prioritisation skills, with the ability to manage multiple projects and initiatives simultaneously.