Lead of Operations Services

We are Qualco Group, a leading fintech organisation with over 25 years of experience delivering innovative technology solutions to banks and financial institutions. Serving clients in over 30 countries, we leverage advanced technologies, such as AI and analytics, to develop proprietary software and platforms that accelerate digital transformation and generate lasting value for businesses, society, and the broader economy.

The Lead of Operations Services owns customer onboarding, complaints, reconciliation, merchant operations, payments, outsourcing oversight, and the regulatory-compliance interfaces scoped to these services. Early on, the successful candidate executes directly; as the business grows, builds the processes and team to take over.

Key Responsibilities

Operating Model & Day-to-Day Operations

• Own the services operating model — processes, controls, and service targets for onboarding, support, merchant operations, and outsourcing — built automation-first so the operation scales on throughput rather than headcount; adding people is a case made against a demonstrated automation ceiling, not the default response to rising volume
• Own straight-through processing rate as the headline operational KPI — the share of onboarding, support, and reconciliation completing with no manual touch — and drive it upward without diluting KYC/KYB rigour or reconciliation accuracy; manual handling is the measured exception, not the operating norm;
• Ensure operational processes are designed for automation-first delivery with appropriate human oversight, within a regulated setting spanning consumer data protection and operational resilience (e.g. DORA);

Customer Onboarding & Support

• Own customer onboarding (KYC/KYB) — fast and smooth for good customers, rigorous where it counts, with clean handoffs to Compliance on screening and monitoring;
• Own front-line customer support for payments and partnering with product and engineering to automate high-volume, repetitive work so we serve more customers without growing the team linearly;

Complaints Management

• Own complaints management end-to-end — registration, tracking, and resolution of complaints and disputes, with clean handoffs to Compliance where required;

Merchant Operations & Payments

• Own reconciliation, merchant payouts sign-off, and the merchant operations lifecycle, where accuracy and timeliness matter because errors cost real money;
• Payments in coordination with Finance;
• Merchant support — transactional queries: operational point of contact for order approval status, cancellation and refund processing status;
• Merchant support — accounting queries: statements, commission breakdowns, holdback balances, tax-related documentation, and reconciliation support;

Outsourcing Governance & Oversight

• Own the outsourcing lifecycle — pre-assessment (critical or important function classification), provider due diligence, contracting with BoG-required clauses (audit rights, SLAs, exit plan, sub-outsourcing controls), and Board approval for critical functions in agreement with Head of Risk Management and Head of Compliance;
• Monitor outsourced providers on an ongoing basis — maintain the outsourcing register, track SLA performance, reassess risk annually, and ensure a tested exit strategy is in place for each outsourced function;
• Actively ensuring compliance with the Group's Anti-Bribery and Corruption Policy and all applicable regulations, identifying and reporting potential risks related to bribery and corruption, and promoting ethical behavior by participating in and encouraging continuous training and awareness initiatives.

Qualifications & Requirements

• 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 — you'd rather ship a working process this week and improve it than perfect one over a quarter;
• Able to be hands-on when needed — but you automate and codify in playbooks before adding people;
• Data-driven, using operational data and BI dashboards to find what's broken and what to automate;;
• Treats operational quality and control as an end-to-end responsibility, not a checkpoint;
• 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.

Your Life @ Qualco Group

As a #Qmember, you'll embody our values every day, fostering a culture of teamwork & integrity, passion for results, quality & excellence, client focus, and agility & innovation. Within a truly human-centred environment built on mutual respect and trust, your dedication to our shared vision will not only be recognized but also celebrated, offering boundless opportunities for your personal and professional growth.

Find out more about #LifeatQualcoGroup qualco.group/life_at_qualco_group

Join the #Qteam and enjoy:

• Competitive compensation, Meal vouchers, and annual bonus programs.
• Cutting-edge IT equipment, mobile phone, and data plan.
• Modern facilities, free coffee, beverages, indoor parking, and in-house restaurant.
• Private health insurance, occupational doctor, workplace counselor and nutritionist.
• Onsite gym, wellness facilities, and 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.

At QUALCO, we value diversity and inclusivity. Your race, gender identity and expression, age ethnicity or disability make no difference in Qualco. We want to attract, develop, promote, and retain the best people based only on their ability and behavior.

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