Head of Operations - German Speaking (m/w/d)
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We’re looking for a Head of Operations - Germany (m/w/d)
Hybrid in London, Frankfurt, or Berlin - Fulltime
About Us
Fast, flexible finance empowers small businesses to manage their cash flow better and seize opportunities - making their business and the economy stronger as a whole. At iwoca, we do just that. We help businesses get the funds they need, when they need it, often within minutes.
We’ve already made several billion in funding available to over 100,000 businesses since we launched in 2012, and positioned ourselves as a leading Fintech in Europe. Our mission is to finance one million businesses. We’ll get there by continuing to make our finance ever more relevant and accessible to more businesses by combining cutting-edge technology, data science and a 5-star customer service.
Your mission
We’re seeking an exceptional Head of Operations to lead and optimize our operational functions, ensuring the seamless delivery of customer service and operational excellence. This role is pivotal in driving strategic initiatives, managing critical teams, and contributing to our goal of financing one million businesses across Europe.
As the Head of Operations, you will oversee the Customer Service, Credit Analysis, Collections, and Operations Strategy teams. You will leverage your background in Consulting or your leadership experience within a FinTech (preferably B2B-focused) to ensure operational efficiency, customer satisfaction, and scalable growth.
Your responsibilities will include:
* Define and implement operational strategies aligned with iwoca's mission and business objectives to continuously improve our operational efficiency.
* Lead, mentor, and develop high-performing teams across Customer Service, Credit Analysis, Collections, and Operations Strategy.
* Drive process improvements and ensure robust operational workflows that enhance efficiency and customer satisfaction.
* Analyze performance metrics across all operational areas and make informed decisions to optimize outcomes.
* Work cross-functionally with Product, Technology, and Risk teams to drive innovation and improve customer experiences.
* Ensure that all operational strategies prioritise customer needs and deliver a best-in-class service experience.
* Maintain adherence to regulatory requirements and manage operational risks effectively.
* Develop scalable systems and processes to support iwoca’s growth and evolving customer needs.
Requirements
We’re looking for a highly motivated and experienced professional with the following qualifications:
* 7–10 years of professional experience, including at least 3 years in a management role within operations or customer service.
* Background in Strategy Consulting or prior leadership experience in operations within a FinTech (B2B focus preferred).
* Proven ability to lead, inspire, and develop diverse teams to deliver exceptional results.
* Excellent communication skills in German (C1/C2 level) and English is a must.
* Strong analytical and problem-solving skills with experience in using data to drive decision-making.
* A deep understanding of customer needs and a commitment to delivering outstanding service.
* Ability to think strategically and implement operational strategies that drive growth and efficiency.
* Excellent stakeholder management skills to work effectively across functions.
* A track record of delivering measurable outcomes in a fast-paced, high-growth environment.
The culture
At iwoca, we look to hire smart, passionate, humble individuals with a growth mindset. We prioritise a culture of learning, growth, and support, and invest in the professional development of our team members.
We value thought and skill diversity, and encourage you to explore new areas of interest to help us innovate and improve our products and services.
The Benefits
* A smart, motivated and international team (we represent over 35 different nationalities)
* 26 days of vacation a year plus a free day for your birthday
* One-month fully paid sabbatical after 4 years
* Share options
* Mental health support via OpenUp
* Access to the gym membership program, €25 pm for either Fit711 or Urban Sports Club
* Company-wide training courses with internal and external speakers
* A paid volunteer day that gives you the opportunity to invest time to support a charity of your choice.
Compensation Range: €100K - €130K
Seniority level
Executive
Employment type
Full-time
Job function
Management and Manufacturing
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