Head of Business Operations Lisboa

Head of Business Operations
Lisboa
Lisboa, Lisboa, Portugal

Head of Business Operations

Location: Lisbon, Madrid

Team: Business Excellence

We are looking for an experienced and
- thinking leader who has successfully run operational teams and has a deep passion for continuous innovation in tooling, processes, and people mindset. As the Head of Business Operations, you will lead key operational areas in Pleo, such as customer and tech support, KYC, fraud operations, transaction surveillance and more.

You will be the driving force in continuing to innovate and build for scale in our operations while maintaining the highest standards of compliance, increasing customer satisfaction whilst growing happy and high performing teams. To achieve this, you are aware of how data and tooling can be a hindrance or a help - and you are eager to push for change.

Join us in revolutionising business spending and shaping the future of fintech operations.

Key Responsibilities:

• Lead and optimise production operations across the operational teams within Customer Support, KYC, Fraud Operations, Tech Support, and Transaction Surveillance teams, ensuring efficiency, scalability, and regulatory compliance.
• Develop and execute operational strategies that align with Pleo's business objectives, collaborating closely with senior leadership.
• Drive continuous improvement in tooling, processes, and
  - driven
  - making to enhance operational performance and customer experience, whilst balancing regulatory requirements with operational effectiveness.
• Foster a culture of innovation and excellence across the Business Operations department, acting as a thought leader in operational strategy.
• Collaborate
  - functionally to streamline workflows and improve integration between operational teams and other departments.
• Mentor and develop
  - performing teams, with a focus on nurturing leadership talent and building a resilient operations organization.
• Implement and monitor key performance indicators (KPIs) to track operational efficiency, customer satisfaction, and team performance.

What we are looking for:

• Proven track record of leading and innovating operational teams (e. g. , customer support, onboarding, transaction surveillance) in
  - paced,
  - growth industries, with expertise in setting KPIs and driving performance through metrics.
• Extensive experience in optimising processes and implementing automation solutions, enhancing scalability and efficiency through tooling innovations.
• Leadership roles in
  - focused sectors such as fintech, Saa
  S, or banking, with demonstrated success in developing leadership talent and fostering a culture of excellence and continuous learning.
• Skilled in leveraging data analytics to drive strategies, improve customer satisfaction, and inform continuous process improvements.
• Adaptable and resilient problem solver, capable of navigating a dynamic fintech environment while scaling operations and maintaining compliance.
• Strategic thinker with a
  - on approach, excelling at simplifying complex challenges and collaborating across functions to drive results.
• Customer-focused and
  - driven leader, dedicated to maintaining high service standards while embracing operational innovation and change.

Show me the benefits!

• Your own Pleo card (no more
  -
  - pocket spending!)
• Lunch is on us - with catering in our Lisbon, Copenhagen and London offices or a monthly lunch allowance paid directly together with your salary in other markets.
• Private health insurance to ensure you’re fit in body and mind to do your best work.
• We offer 25 days of holiday + your public holidays.
• For our teams we offer remote working options.
• Option to purchase 5 additional days of holiday through a salary sacrifice.
• We’re trialling Mynd
  Up to give our employees access to free mental health and wellbeing support with great success so far.
• Access to Linked
  In Learning - acquire new skills, stay abreast of industry trends and fuel your personal and professional development continuously.
• Paid parental leave - we want to make sure that we're supportive of families and help you feel that you don't have to compromise your family due to work.

About your application

Please submit your application in English; it’s our company language so you’ll be speaking lots of it if you join.

• We treat all candidates equally: If you are interested please apply through our application system - any correspondence should come from there! Our lovely support isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone.
• We’re on a mission to make everyone feel valued at work. That’s only achievable if our team reflects the diversity of the world around us - and that starts with you, hitting apply, even if you are worried you might not tick all the boxes! We embrace and encourage people from all backgrounds to apply - regardless of race/ethnicity, colour, religion, nationality, gender, sex, sexual orientation, age, marital status, disability, neurodiversity,
  - economic status, culture or beliefs.
• When you submit an application we process your personal data as a data processor. Find out more about how your data is used in the FAQs section at the bottom of our jobs page.

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