Head of Operations Efficiency - Customer Care
Poland / Barcelona / Paphos
Customer Care /
Full Time /
Remote
About Finom
Finom is a European tech startup headquartered in Amsterdam—and we’re on a journey towards revolutionizing the financial landscape for entrepreneurs worldwide. Our mission is to develop an all-in-one financial B2B solution that integrates banking functions, accounting, financial management, and invoicing into a seamless, mobile-first platform.
Over the past two years, our team has fuelled exponential growth, securing $50 million in investments and propelling us into hyper-growth mode. We’re on track to become a unicorn start-up by 2025, backed by global funds like General Catalyst (known for supporting Airbnb, HubSpot, KAYAK, and Stripe). Finom has expanded its reach across 10+ EU countries, with a strong presence in key markets like Germany and France.
At Finom, we’re not just redefining the entrepreneurial experience—we’re empowering our employees to make a real difference. Your work matters, and your impact extends far beyond product metrics. We nurture innovation and an inspiring work environment where bold ideas thrive, prioritizing thorough research, swift implementation of solutions, and ensuring that every effort we make benefits our users, employees, partners, and our business as a whole.
Maintaining our start-up spirit, we prioritize thorough research, swift implementation of solutions, and ensuring that every effort we make benefits our users, employees, partners, and, of course, our business.
As the Head of Operations Efficiency within Finom's Customer Care department, you will play a pivotal role in optimizing operational processes and workflows to ensure efficiency, productivity, and exceptional customer service delivery. You will lead initiatives to streamline procedures, leverage technology solutions, and implement best practices to drive operational excellence and enhance the overall customer experience.
If you are a results-oriented professional with a passion for driving operational excellence and enhancing customer experience, we invite you to join our dynamic team at Finom!
What You Will Be Doing
- Process Optimization: Analyze existing operational processes within the Customer Care department to identify inefficiencies, bottlenecks, and opportunities for improvement. Develop and implement strategies to streamline workflows, eliminate redundant tasks, and enhance efficiency.
- Data Analysis: Utilize data-driven insights to assess performance metrics, customer feedback, and operational data. Identify trends, patterns, and areas for optimization, and use this information to drive informed decision-making and continuous improvement initiatives.
- Cross-Functional Collaboration: Collaborate closely with cross-functional teams, including Customer Care, IT, Product Development, and Quality Assurance, to identify operational challenges and develop effective solutions. Foster strong relationships with stakeholders to ensure alignment and support for operational improvement initiatives.
- Performance Monitoring: Establish key performance indicators (KPIs) and metrics to measure operational performance and track progress towards efficiency goals. Monitor performance regularly, identify areas for improvement, and implement corrective actions as needed.
- Process Standardization: Develop and implement standard operating procedures (SOPs), guidelines, and best practices to ensure consistency and quality in service delivery. Standardize processes across teams and locations to improve scalability and operational effectiveness.
- Technology Integration: Identify opportunities to leverage technology solutions, automation, and digital tools to streamline operations and improve efficiency. Collaborate with IT teams to implement new systems, software, and tools that enhance operational performance and support the delivery of exceptional customer service.
- Change Management: Lead change management initiatives to drive the adoption of new processes, systems, and workflows. Communicate changes effectively to stakeholders, address concerns, and facilitate smooth transitions to ensure successful implementation and operational effectiveness.
Who You Are
- Bachelor's degree in Business Administration, Operations Management, or related field is an advantage;
- Proven experience in operations management, process improvement, or efficiency optimization, preferably within a customer care or customer service environment;
- Experience in implementing innovative projects based on the introduction of AI - essential requirement;
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven recommendations;
- Excellent project management skills with the ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines;
- Solid understanding of customer care operations, service delivery principles, and best practices;
- Experience leading cross-functional teams and driving change management initiatives;
- Proficiency in using productivity tools, CRM systems, and data analysis software;
- Excellent communication skills with the ability to articulate complex ideas and influence stakeholders at all levels of the organization.
Hiring process for this role:
- Recruiter Interview - 30 min -45 min
- 1st round Hiring Manager Interview - 45 min - 1 hour
- 2nd round Interview - 45 min - 1 hour
- Offer
What You Will Get In Return
Make a genuine impact on the product
Join our upward trajectory, and grow with us. We provide the resources and opportunities for continuous personal and professional development, empowering you to make a genuine impact on our evolving product.
Work in the EU
Embark on this exciting journey with us, working from our elegant offices in Paphos (Cyprus) and Amsterdam (the Netherlands), with upcoming hubs in Poland and Spain. Enjoy the flexibility of traveling and working in a remote/hybrid model across Europe.
Become a stock options holder
Unlock your inner entrepreneur and align your aspirations with ours through our Stock Options Program. This exciting opportunity is available to every team member, from junior team members to our founders.
Receive unwavering support and care
Finom stands by you at every step, embodying our commitment to your well-being and success reflected in our modern, friendly, and eco-conscious corporate culture. We offer constant support and care to ensure your Finom experience is successful and fulfilling.
Work & Swim program
Immerse yourself in our exclusive Work & Swim Program. Spend one month in a comfortable corporate apartment in enchanting Cyprus. It's the ideal opportunity to strike the perfect work-life balance while enjoying breathtaking Mediterranean views.
Next Steps
Your application will be reviewed and if successful, a member of the Talent Acquisition Team will be in touch within the next few days.
Standard interview process:
- Application Review - 3 - 5 days
- Recruiter Interview - 30 min -45 min
- Hiring Manager Interview - 45 min - 1 hour
- Test Task - up to 1 hour
- Final Interview - 45 min - 1 hour
- Offer
Please note the order and duration of each step can vary depending on the type of position and seniority level.
Equal Opportunity Statement
At Finom, we're an equal opportunity employer and value diversity at our company. We embrace diversity and invite applications from all walks of life. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, disability status, or other applicable legally protected characteristics.
