Our client is a venture-backed fintech with a mission to give employees instant access to their earned wages, which solves a major problem for real people while killing predatory financial products like payday loans. They are the fastest-growing startup in the category and were incubated by QED Capital, a top fintech venture fund.

Their Instant Pay app provides earned wage access for employees at mid- to large-sized organisations to improve their financial wellness and to increase employee engagement and productivity.

With many workers living paycheck to paycheck, financial wellness tools are an important part of any employee benefits package. Our client gives employees access to the money that they have already earned whenever they need or want it, without needing to wait for the month-end paycheck.; The service is mobile app-based, very easy and intuitive to use. There’s a small transaction fee and no interest to pay, a much healthier solution than payday loans or bank overdrafts with their exorbitant charges.

Our client’s ultimate mission is to help people attain financial freedom, which starts with giving people full control over their income. 

ABOUT THE ROLE:       

To provide its European users and employer partners with a smooth and delightful experience, our client in Europe will build out a world-class Operations team led by an experienced, passionate and hard-driving and people-obsessed leader. On the employer and channel partner side this team will architect integration solutions for partners, onboard them, ensure customer success through scaling the client’s adoption within partner organisations. On the customer side the team will be there to solve any customer support queries - in customer’s language and to their satisfaction. The team will also institute and operate all the required internal processes required of a financial services organisation.

The ideal candidate will embrace the team’s global culture, which is rooted in Shokunin - the Japanese philosophy of giving your very best for the general welfare of people. The company’s other core values are radical transparency and zero ego.

SPECIFIC RESPONSIBILITIES

●  Create teams and processes to deliver smooth and efficient operations in Europe, being a key driver of the company’s delivery on its ambitions scaling-up goals

●  Partner with customer organisations as well as with the Sales, Partnerships and Technology teams to deliver smooth and efficient partner onboarding. Lead work to architect and implement customer integrations, focusing on reliability and repeatability

●  Set up and lead account management and scaling of customer organisations in terms of their employees’ discovery, adoption and ongoing usage of the company's solution(s)

●  Set up, scale and lead multilingual customer support for European customers 

●  Attract, grow and retain outstanding operations professionals, building a culture laser-focused customer satisfaction, relevant KPIs and colleague engagement

WORK EXPERIENCE AND REQUIREMENTS:

●  Proven operations leader with 10+ years of total professional experience, of which 5+ years in operations roles

●  Experience in building up customer-facing operations from scratch within a fast-paced environment of a SaaS/Ecommerce/FinTech solution

●  Demonstrable track record of success in solution implementations and operations

●  Experience in both B2B service provision (specifically in onboarding/solutions architecture, scaling, account management) and in B2C service provision (customer support) preferred

●  Experience of scaling operations for start-up to maturity a big plus

●  Experience of operations in regulated industries (incl. financial services) a plus

●  A charismatic and experienced people leader capable of attracting, training, motivating and retaining exceptional operations talent across Europe

●  Entrepreneurial spirit 

●  Engineering / Sciences / Computer Science educational background preferred 

●  Fluent in English, other European languages a plus