Coo - Fintech

National, growing tech and financial services company
- Lead teams across Customer Service, Operations and Support
- Circa $180k - $240k plus super and bonus

**COO - Fintech**
- National, growing tech and financial services company
- Lead teams across Customer Service, Operations and Support
- Circa $180k - $240k plus super and bonus

This organisation is a leader in their category and are poised for rapid growth over the next few years.

An opportunity has arisen for a COO to play a vital role in scaling the business through operational efficiencies, team alignment and seamless, superior customer experience.

**The Role**
Leading teams and reporting to the CEO, you will be responsible for leading, managing and inspiring teams spanning Ops, Ops Support and Service.

You'll be accountable for developing and implementing the operational strategy and operational policies and procedures with the ultimate goal of setting the foundations and efficiencies to support business growth.

More specifically you will be charged with:

- Building and implementing operational policies and procedures to support business objectives and offer solutions and improvement opportunities.
- Creating the operational system that scales to both heighten customer service and reduce cost of serve, from journey mapping for customers, to analysis and rapid iteration towards a best-in-class customer experience.
- Direct and oversee the Operations and Customer functions to manage the back-office processes.
- Ensure that the business can quickly respond to regulatory changes in the market by creating an operational environment where regulatory compliance is an integrated part of operations and smoothly incorporated into the clockwork of the team, rather than a blockade to delivering great service.
- Motivate, inspire, coach and lead the team and encourage them to express their view and share ideas.
- Develop, implement, and monitor day-to-day operational systems and processes that provide visibility into goals, progress, and obstacles.
- Work closely with other departments to align operational processes and identify key risks as well as assess service quality and identify areas for improvement.

**About You**
In addition to having demonstrated expertise as a COO ideally in a fintech, you are a great people leader, have excellent multitasking and organisational abilities, and are results driven. Importantly, the business is passionate about the culture it has created - this role will play a significant role in elevating this across the business.
- Strong experience as a leader across operations and customer service functions and have experience leading and building out an operations team.
- Passionate about disruption and innovation.
- Experience in an operations function that has scaled quickly, and ability to work with ambiguity and to deliver results under pressure in a high-energy, fast paced environment.
- Track record of identifying the highest priority opportunities and problems to solve, and coming up with ways that enable the team to get the job done today, while preparing for the future.
- You are a leader not a manager. You are willing to jump in and help the team to get things moving.
- Ability to advise and communicate on complex issues including advising the CEO.
- Demonstrated experience identifying and implementing change to improve systems and processes with the end customer in mind.
- Excellent stakeholder management skills both internally and externally.
- Commercial acumen and strong analytical skills.
- Strong working knowledge of data analysis and performance metrics using Business Intelligence tools.