Head of Operations

Location: Valletta, Malta Workplace: fully About the Client Our client is an international payment services provider for online businesses. Its platform supports payments, transfers and currency exchange. Role Overview Shape how merchants experience the service at every stage. As Head of Operations, you will improve client-facing processes, build practical automations and help teams adopt better ways of working. You will have room to make a visible impact in a growing business. Key Responsibilities Design and improve client-facing processes across the merchant lifecycle, from onboarding to support, investigations and disputes. Map workflows, remove bottlenecks, and define ownership, handoffs and escalation paths. Set SLAs and KPIs for client-facing teams, and monitor results through regular reporting. Roll out processes through playbooks, documentation and training, and ensure teams use them. Build automations yourself using LLMs and automation tools to reduce manual work and improve response quality and speed. Turn recurring client issues into actionable input for Product and Tech. Ensure processes meet regulatory and partner requirements. Requirements 5+ years in operations, process improvement or B2B client operations within payments. Proven experience building and scaling client-facing processes. A track record of implementing SLAs and metrics with measurable results. Experience rolling out processes to support or operations teams and driving change. Good understanding of payment flows and common merchant issues. Hands-on experience building automations with LLMs, rather than only specifying them for developers. Confidence working with data and creating your own reports. A structured, analytical and highly autonomous approach. Fluent English for communication with international clients. Languages: English Experience in fintech Key Soft Skills Strong ownership: take a problem from idea to working solution without waiting for direction. Clear, structured written and verbal communication with teams and senior stakeholders. Ability to influence and align cross-functional teams without direct authority. Patience and persistence when helping people adopt new ways of working. Client-centric thinking that considers the merchant’s experience in every process. Pragmatism: know when a simple fix is enough and when a deeper redesign is needed. Comfort with ambiguity and changing priorities in a growing company. Curiosity and a habit of testing new tools, especially AI. What We Offer Competitive salary aligned with experience Collaborative and transparent team culture High-impact role in a scaling fintech company Recognition of personal milestones and achievements Social benefits