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Lead – Operations Services
Qualco Technology. Own the services operating model, including processes, controls, and service targets for onboarding, support, merchant operations, and outsourcing .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operational management, focusing on automation-first processes, compliance with regulations, and effective customer onboarding. Proven ability to enhance operational efficiency through data-driven decision-making and process excellence.
Highest-signal resume keywords
Operational ManagementProcess ImprovementRegulatory ComplianceCustomer OnboardingData-Driven Decision Making
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process AutomationKYC/KYB ComplianceOperational KPI ManagementMerchant OperationsReconciliationComplaint ManagementData AnalysisBI Dashboard UtilizationProcess ControlOperational Quality Assurance
Soft Skills
Bias Toward ActionComfortable in AmbiguityHands-On ApproachEthical Behavior PromotionTraining and Awareness
Industry Keywords
Banking EnvironmentFintechLendingOutsourcing LifecycleAnti-Bribery ComplianceOperational ExcellenceService TargetsHigh-Volume AutomationOperational DataRisk Assessment
About the role
Key responsibilities & impact- Own the services operating model, including processes, controls, and service targets for onboarding, support, merchant operations, and outsourcing
- Build automation-first operations that scale through throughput rather than headcount
- Own and improve straight-through processing as the primary operational KPI
- Ensure processes support automation-first delivery with appropriate human oversight in a regulated setting
- Own customer onboarding through KYC/KYB and coordinate handoffs to Compliance
- Own front-line customer support for payments and automate high-volume repetitive work with Product and Engineering
- Manage complaints end-to-end, including registration, tracking, and resolution
- Own reconciliation, merchant payouts sign-off, and the merchant operations lifecycle
- Coordinate payments with Finance
- Provide operational merchant support for order approval, cancellations, refunds, statements, commissions, holdbacks, tax documentation, and reconciliation
- Own the outsourcing lifecycle, including classification, due diligence, contracting, Board approval, and exit planning
- Monitor outsourced providers, maintain the outsourcing register, track SLAs, reassess risk annually, and test exit strategies
- Ensure compliance with anti-bribery and corruption policies and applicable regulations
- Identify and report potential bribery and corruption risks and promote ethical behavior through training and awareness
Requirements
What you’ll need- Degree in Economics, Finance, Business Administration, or a related field
- 6+ years in operations, with demonstrable experience in a banking environment
- Additional experience in fintech or lending is a plus
- Proven experience standing up processes and controls in a regulated environment
- Comfortable in ambiguity with a strong bias toward action
- Able to be hands-on when needed and automate and codify processes in playbooks before adding people
- Data-driven, using operational data and BI dashboards
- Treats operational quality and control as an end-to-end responsibility
- Experience building or standing up operations for a new entity from scratch is a plus
- Process-excellence or automation-building experience with engineering teams is a plus
- Fluency in Greek and English, written and spoken
- Completed military obligations, where applicable
Benefits
Comp & perks- Competitive compensation
- Meal vouchers
- Annual bonus programs
- Cutting-edge IT equipment
- Mobile phone and data plan
- Modern facilities
- Free coffee and beverages
- Indoor parking
- In-house restaurant
- Private health insurance
- Occupational doctor
- Workplace counselor and nutritionist
- Onsite gym
- Wellness facilities
- Ping pong room
- Career and talent development tools
- Mentoring
- Coaching
- Personalized annual learning and development plan
- Employee referral bonus
- Regular wellbeing, ESG, and volunteering activities