Operations Manager - FinTech

At Papel Holding, we’re not just another Fintech company. We’re on a mission to revolutionize the financial landscape. From innovative banking solutions to cutting-edge digital asset products, we’re transforming how people interact with money.     Careers at Papel suit those who want to have an impact, who are comfortable getting uncomfortable, willing to take risks and win big. We are brave, laser-focused and have high aptitude, with a little playfulness for good measure.  If you’re someone who thrives on high accountability, possesses a start-up spirit, and flair for industry-savvy solutions, you’ll fit right in.    If this resonates with you, you’ll have the opportunity to make a real impact and be part of something that’s changing how we interact with money and wealth. POSITION OBJECTIVE We are seeking a mid- to senior-level Operations Manager to take ownership of building and scaling our core operational capabilities. We are looking for a hands-on, detail-oriented and technical Operations Manager to build and scale core operational framework and processes across our business. In this role, you’ll be responsible for creating structure where there is little, improving efficiency, and ensuring smooth day-to-day execution across our product, customer, finance and compliance operations.  As part of a lean and fast-paced team, you’ll work closely with leadership and cross-functional stakeholders to design and implement foundational workflows that support product delivery, customer experience, and regulatory readiness. This is a critical role for our next phase of growth, requiring both strategic thinking and a strong bias for action.  You’ll be expected to lead from the front—rolling up your sleeves to solve problems, introduce systems, and help us transition from reactive to proactive in how we operate. KEY RESPONSIBILITIES Design and implement core operational processes across the business (e.g., product launch workflows, partner onboarding, payments, reconciliation, KYC/AML screening, compliance support). Implement and manage operational systems and tools (e.g., workflow automation, ticketing platforms, knowledge bases, dashboards) to support scalable and efficient execution. Build and maintain operational dashboards to monitor key metrics, track process health, and surface issues proactively. Own daily operational execution, ensuring consistency, accuracy, and efficiency across internal systems and external partner interactions. Identify and resolve operational bottlenecks, inefficiencies, and risk areas by introducing scalable solutions and process optimisation strategies. Establish and document Standard Operating Procedures (SOPs) for critical business functions to support knowledge sharing and continuity. Act as a cross-functional connector, collaborating closely with Product, Tech, Customer Service, Compliance, and external vendors to deliver operational readiness. Support audits and compliance requirements, ensuring operational processes align with regulatory expectations and internal controls. Track and report on operational KPIs, incidents, and process performance metrics, using insights to drive continuous improvement and business optimisation. Lead and mentor an Operations Associate (and future hires), helping to build out the function as the organization scales. Support go-to-market and product launch initiatives, ensuring operational dependencies are identified and executed on time. Collaborate with Finance to ensure accurate liquidity management practices, enabling timely fund flows, treasury alignment, and operational visibility. Immediate Focus Stand up a foundational operational model to be cross-utilised across the business (e.g., payments, compliance workflows, onboarding) Build and document core SOPs, tailoring them to priority entity specifics Support with SLA modelling across priority entities Onboard an Operations Associate to build the foundations of your future team. Drive cross-functional alignment to support the go-live of key products Introduce a basic but effective operational reporting cadence. Requirements 5–8 years of experience in operations or business operations roles—ideally in fintech, digital assets, web3, tech startups, or other fast-paced, high-growth environments. Proven track record of building and scaling operational processes from the ground up, with a strong sense of ownership and bias for action. Experience implementing and managing operational tools and systems, such as workflow automation platforms, CRM/helpdesk tools (e.g., Zendesk, Intercom), or low-code dashboards (e.g., Retool, Looker, Airtable). Strong analytical skills with the ability to work with data, create reports, and build dashboards to track operational performance. Comfortable working in a cross-functional environment, collaborating with Product, Tech, Compliance, Customer Service, and external vendors. Excellent problem-solving skills, with the ability to prioritize, think critically, and make decisions in a high-ambiguity, fast-moving context. Strong communication and documentation skills; able to create clear SOPs, training materials, and process maps. Familiarity with compliance-sensitive operations such as KYC/AML screening, payments, reconciliation, or liquidity management is a strong advantage. Experience managing or mentoring junior team members is a plus. KEY COMPETENCIES Adaptability – Comfortable navigating ambiguity, shifting priorities, and rapid change in a startup environment. Bias for Action – Takes initiative, moves quickly, and thrives in an environment with limited structure or guidance. Problem-Solving – Approaches challenges with curiosity and logic; identifies root causes and implements sustainable solutions. Cross-Functional Collaboration – Works effectively with multiple stakeholders (Product, Tech, Customer Service, Compliance) to drive aligned outcomes. Ownership & Accountability – Takes full responsibility for outcomes; follows through on commitments and drives progress independently. Clear Communication – Communicates clearly and effectively across written and verbal formats, especially when explaining complex processes or updates to stakeholders. Customer & Partner Focus – Keeps user and partner experience top-of-mind when designing and improving operations. QUALIFICATIONS AND CERTIFICATIONS Bachelor’s degree in business administration, Operations Management, Engineering, Finance, or a related field SQL or Data Analytics certifications (e.g., Google Data Analytics, Tableau, Looker) for strong data fluency and dashboard/report-building capability Nice to have but not essential - Compliance or Risk certifications (e.g., CAMS, ICA, CFCS), particularly useful in fintech or regulated industries where operations touch on KYC, AML, or audit processes Benefits Competitive pay Discretionary bonus Comprehensive Healthcare