Senior Director of Business Operation

Role Overview

The Senior Director of Business Operations is responsible for building and scaling end-to-end operational capabilities for a high-growth Fin Tech company. This role owns the execution of account operations, customer support, dispute management, onboarding, and partner operations, ensuring reliability, compliance, and excellent customer experience at scale.

This role will report to CEO. The ideal candidate combines deep operational rigor with a technology-first mindset, enabling rapid growth while meeting regulatory, partner-bank, and network expectations.

• Own day-to-day operations across all products and services, ensure accurate and timely account processing and transactions
• Oversee all business journey and operation supporting areas, like account onboarding, KYC/KYB verification, account servicing, and lifecycle management
• Manage operational performance across multiple products, regions, and partners
• Design and maintain operational controls aligned with regulatory and partner expectations

• Lead customer support, disputes, chargeback operations, and other customer services
• Ensure compliance with regulation, network rules, and consumer protection requirements
• Drive root-cause analysis for customer issues and reduce repeat incidents, Partner with Product and CX teams to improve self-service and operational tooling

• Serve as the primary operations lead for partner banks, processors, card networks, and third-party vendors
• Own operational SLAs, incident management, and escalation processes, coordinate operational readiness for new partner onboarding, product launches, and geographic expansion
• Ensure alignment between internal operations and partner compliance requirements

• Build scalable operating models, SOPs, and runbooks, Drive automation using workflow tools, APIs, rules engines, and AI-enabled operations
• Establish operational KPIs (e.g., processing accuracy, SLA performance, cost-to-serve, dispute resolution time)
• Use data and dashboards to drive continuous improvement and operational efficiency

• Build, lead, and mentor high-performing global operations teams
• Partner closely with Product, Engineering, Risk, Compliance, Finance, and Data teams, Provide operational input into product design, pricing, and go-to-market strategies
• Support strategic initiatives including new product launches, M&A, and international expansion

• Bachelor’s degree in Business, Operations, Finance, or related field
• 10 years of operations experience in Fin Tech, payments, digital banking, BaaS, or financial services
• Strong understanding of digital banking, cross border banking, payments, global customer support, and partner-based operating models
• Experience scaling operations in high-growth environments
• Proven people leadership and execution excellence
• Knowledge of BSA/AML operations, fraud ops, and consumer protection requirements
• Experience implementing workflow, case management, and automation tools