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.
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.