COO (Head of Operations)

Head of Operations / Operations Manager

We are looking for a strong Head of Operations to take ownership of the company’s operational function - from the moment a client is handed over from Sales through onboarding, launch, and ongoing support.

You will be responsible for building and optimizing operational processes, coordinating Sales, Onboarding, Compliance/AML, Operations, and external financial partners, managing the team, and ensuring high-quality and efficient operations.

Key Responsibilities

• Lead and develop the Operations Department.
• Build, optimize, and scale operational processes and SOPs.
• Manage the full Client Onboarding lifecycle, from Sales handover to client launch.
• Oversee KYC/KYB processes and coordinate with Compliance/AML teams.
• Coordinate Sales, Onboarding, Operations, Compliance, and other internal teams.
• Manage operational relationships with PSPs, payment providers, banks, and other financial partners.
• Oversee payment operations, including failed/problematic transactions, refunds, and chargebacks.
• Manage operational escalations and complex cases.
• Develop operational KPIs, monitor performance, and prepare regular reporting.
• Identify opportunities to automate and optimize manual processes.
• Participate in CRM and internal systems implementation and coordinate requirements with IT/Product teams.

Requirements

• Experience in FinTech, Payments, Banking, or Financial Services.
• Proven experience managing operational processes and teams.
• Strong understanding of Client Onboarding, KYC/KYB, and cooperation with AML/Compliance.
• Experience working with PSPs, payment providers, or financial partners is a strong advantage.
• Ability to build processes and teams from the ground up.
• Strong organizational and communication skills.
• Ability to work independently, make decisions, and solve complex operational issues in a fast-changing environment.
• Strong Russian and English language skills are highly valued.

Nice to have:

• Experience in payment processing.
• Experience with high-risk / complex industries.
• Experience working across multiple jurisdictions.
• Experience launching new FinTech/Payment products.
• Experience with Operations automation.
• Experience building an Operations Department from scratch.

What We Offer:

• Full-time employment and a leadership role in a growing FinTech company.
• Work with international clients and financial partners.
• The opportunity to build and scale the Operations Department.
• Direct impact on the company’s processes and development.
• Dynamic international environment and opportunities for professional growth.
• Strong Russian and English language skills are highly valued.
• Preferred location: Lithuania or Latvia, but we are open to considering candidates from other locations.