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We are seeking a highly knowledgable and motivated Vice President of Operations to join our executive team. As a key driver of operational strategy and implementation, you will play a pivotal role in shaping the future of operations at Koalafi. We are looking for a strategic thinker with a keen diagnostic mind, a passion for operational excellence, and a talent for fostering collaboration across diverse teams. 

In this role, you will have the opportunity to guide and inspire a high-performing operations team, setting the standard for efficiency, innovation, and customer-centricity. Your strategic insights and data-driven approach will drive continuous improvement, ensuring that our operations are not just effective but also scalable and resilient. 

Leadership (Operations & Team): 

• Spearhead and enhance daily operations to support business objectives, driving efficiency and effectiveness across the organization.

• Build and mentor a cutting-edge operations team, fostering a culture of excellence, collaboration, and innovation.  

• Empower team members to make informed-choices, innovate, and drive continuous improvement. Develop and retain top talent by promoting a culture of mutual respect and excellence. 

• Metrics and KPIs: Develop, implement, and monitor metrics and KPIs to measure and drive operational performance and efficiency. 

• Vendor Management: Maintain relationships with third-party vendors, ensuring that they meet service level agreements and contribute to the overall success of the company. 

• Risk Management: Identify and mitigate operational risks, ensuring compliance with industry regulations and standards. 

• Budget Management: Oversee the operations budget/P&L and enhance variable OpEx, ensuring cost-effective use of resources while maintaining high-quality standards. 

• Strategic Initiatives: Work cross-functionally with key stakeholders, including product, engineering, marketing, and sales teams, to align operational strategies with business goals, eliminate inefficiencies and improve customer and merchant experience.

• Problem Solving: Address operational obstacles with innovative solutions, fostering a culture of continuous improvement.

• Reporting & Analytics: Develop dashboards for performance tracking and actionable insights, and present updates to senior executives on support operations and performance metrics. 

About You:

• Operational Expertise: Extensive experience in call center operations, collections, and recoveries, with a focus on enhancing performance and customer experience. 

• Leadership: Proven aptitude to motivate and inspire teams from diverse backgrounds, driving performance and fostering a collaborative environment. 

• Analytical Know-how: Strong analytical and critical thinking experience, with a focus on data-driven result-driving. 

• Technical Acumen: Knowledge of fintech products and services, with the aptitude to work closely with technical teams. 

• Vendor Management: Experience in maintaining third-party vendors and ensuring alignment with company goals. 

• Strategic Thinking: Strong strategic thinking and planning credentials, with the aptitude to align operational activities with business objectives. 

• Project Management: Demonstrated experience in overseeing intricate projects, with a record of delivering results on time and within budget. 

• Communication: Excellent communication and people techniques, with the propensity to effectively engage and influence stakeholders at all levels. 

• Adaptability: Thrive in a dynamic startup environment, with a proactive approach and a strong emphasis on scrappiness and flexibility in adapting to change. 

• Minimum of 10 years of experience in operations management, preferably within fintech, financial services, or other highly regulated industries. 

• 8+ years in call center operations, collections, and recoveries, with a focus on maximizing performance and customer experience. 

• Proven track record of guiding and scaling operations teams in a startup or high-growth environment through measured, equitable and data-driven strategies. 

• Experience advocating for consumers and merchants across multiple dimensions, using various tools to guide effective communication and data informed-choices with cross-functional stakeholders and executives. 

• Strong comprehension of regulatory requirements and industry standards in fintech.