Operations Manager

Are you a results-driven professional with a talent for optimising operations and a passion for delivering exceptional customer experiences? Do you thrive in fast-moving environments where strategic thinking and hands-on execution go hand in hand? Are you a natural leader and coach, capable of inspiring teams to achieve their best work?

We're looking for an
Operations Manager
to join our team. In this high-impact role, reporting directly to the COO, you'll be instrumental in shaping how we continue to scale our business, elevate the customer journey, and embed operational excellence across every part of the business. You'll work cross-functionally to connect our cutting-edge technology with Sales, Marketing, and Customer Success—ensuring every touchpoint is efficient, effective, and aligned with our values of Championing our Customers and Getting Sht Done. This is a role for someone who enjoys wearing multiple hats, thrives on solving complex problems, and knows how to turn insights into action.

This role is ideal for someone with experience in a fast-paced startup or scale-up environment, especially if you've worked in Revenue Operations or come from a consulting background where you've driven operational improvements across teams or industries. You're agile, data-driven, and constantly looking for ways to improve systems, processes, and outcomes.

What You'll Be Doing:

Improving Business Operations

• Evaluate and optimise existing processes across the customer lifecycle with a focus on scalability, efficiency, and consistency of service and customer experience.
• Identify and implement automation and AI-driven solutions to streamline tasks, reduce manual effort, and enhance service delivery.
• Continuously monitor performance metrics (e.g., SLAs, lead conversion, connect and abandon rates, active accounts, total opportunities) to quickly identify areas to focus, and lead rapid cross-functional initiatives to improve performance.
• Support change management efforts to ensure operational continuity and stakeholder alignment.
• Document and standardise operational workflows, policies, and procedures; support the enablement of customer-facing teams through clear guidance and effective training content.

Championing Our Customers

• Collaborate closely with Sales, Marketing, Product, and Compliance to ensure a seamless customer experience across all channels.
• Proactively surface operational challenges and customer pain points, translating them into actionable insights.
• Analyse our existing customer backbook to identify high-impact segments and opportunities for tactical re-engagement, and lead targeted outreach initiatives.
• Support growth of our Partnerships channel alongside BDMs, Relationship Managers, and the Partner Marketing Manager.

Leading and Managing Others

• Lead and inspire a number of high-performing operations teams, fostering a culture of performance, accountability, collaboration, learning, and continuous improvement.
• Oversee day-to-day team management of teams, including capacity planning, hiring, KPI setting, daily reporting, structured operating rhythms, etc. to ensure all teams are resourced appropriately and perform effectively to meet business goals.
• Coach and upskill team members on best practices in operational excellence, customer-centric thinking, and data-informed decision-making.
• Act as a trusted partner to senior leadership, contributing to strategic planning, and driving operational initiatives that support growth and scalability.

What We're Looking For:

• 5+ years of relevant work experience in Revenue Operations, Business Operations, Sales Operations, or Operations Management, ideally within a fast-paced start-up/scale-up or consulting firm.
• Proven people leadership experience managing high-performing teams.
• Strong analytical and problem-solving skills with the ability to interpret complex data, identify insights, and translate to data-backed recommendations.
• Demonstrated success in process optimisation and workflow design, with a focus on driving efficiency, scalability, and measurable impact.
• Excellent stakeholder management and communication abilities, capable of influencing across all levels of the organisation.
• Hands-on experience with
  CRM systems (e.g., Salesforce)
  and a strong understanding of how technology enables operational excellence.
• A
  "Get Sh*t Done"
  mentality—resourceful, proactive, and comfortable driving initiatives from conception to execution in a fast-moving environment.
• Customer-centric mindset with a genuine passion for delivering outstanding customer experiences.
• Experience in Contact Centre Operations, Revenue Operations (RevOps), or Customer Experience/Success is desirable.
• Experience in the fintech or financial services sector is a bonus, but not a requirement.

Why Join Valiant Finance?

• Impactful Work:
  Be part of a company that genuinely helps small businesses thrive, leveraging innovative technology that is at the cutting edge in the finance industry.
• Growth & Development:
  Access to continuous learning opportunities, internal leadership training sessions, and hands-on mentorship from experienced leaders from Big 3 management consulting firms and large investment banks.
• Dynamic Culture:
  Work in a collaborative, innovative, and supportive environment that values your contribution.
• Flexibility:
  Enjoy hybrid working options, balancing office collaboration with remote productivity.
• Great Perks:
  Dog-friendly office, vibrant monthly social calendar, EAP, and exclusive benefits programs.