Head of Operations - FinTech

Our client is a dynamic, fast-growing fintech scale-up that's disrupting the foreign exchange and cross-border payments sector. Having recently closed a successful funding round, they're now entering an exciting phase of rapid growth and international expansion into the MENA region. Their innovative platform leverages advanced AI and blockchain technology, delivering transparent, cost-effective currency solutions for businesses, addressing long-standing inefficiencies in traditional FX markets. With a talented team, strong backing, and UK headquarters, they're establishing their Dubai office as a key hub for Middle East operations.

About the Role

As Head of Operations, you will be the backbone of the business, owning the day-to-day operational excellence that powers customer experience. You'll build and optimize processes, lead customer onboarding initiatives, and ensure seamless execution across all operational functions. This is a hands-on leadership role where you'll have the opportunity to shape operational infrastructure from the ground up.

Key Responsibilities

• Oversee and optimize all day-to-day operational activities, ensuring efficiency, compliance, and scalability
• Lead and streamline the customer onboarding process, including KYC/AML procedures and documentation workflows
• Build and manage the operations team, including customer success, onboarding specialists, and operational support staff
• Develop and implement operational policies, procedures, and systems that support rapid growth
• Collaborate closely with compliance and legal teams to ensure all operations meet regulatory requirements across jurisdictions
• Monitor operational metrics and KPIs, identifying areas for improvement and implementing solutions
• Manage relationships with third-party service providers, banks, and payment partners
• Design and implement customer success strategies to drive retention, satisfaction, and account growth
• Work cross-functionally with product, technology, and commercial teams to enhance operational workflows
• Establish robust reporting systems and dashboards for operational performance tracking
• Lead crisis management and operational risk mitigation efforts

Experience and Qualifications

• Operational experience in fintech, payments, FX, or financial services
• Proven track record in building and scaling operational processes in a high-growth environment
• Strong experience with customer onboarding, KYC/AML procedures, and regulatory compliance
• Hands-on leadership style with experience managing cross-functional operational teams
• Deep understanding of payment systems, foreign exchange operations, and transaction processing
• Experience working in or with DFSA/UAE regulatory frameworks highly advantageous
• Excellent project management skills with ability to juggle multiple priorities
• Data-driven mindset with strong analytical and problem-solving capabilities
• Experience implementing operational technology and automation tools
• Outstanding communication skills with ability to work effectively across diverse, multicultural teams
• Comfortable in a fast-paced startup environment with ambiguity and rapid change
• Bachelor's degree required; MBA or relevant certifications (such as CAMS) a plus