Head of Operations

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.

• 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

• 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).

• 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

• 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

• 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