Purpose of the Role
 

The Head of Operations is responsible for leading and further developing a team working across Partner Success and FX Operations. The role ensures high-quality partner delivery, efficient operational execution, and strong adherence to internal procedures and regulatory requirements.

 

Key Responsibilities
• People leadership for the Operations team (Partner Success & FX Operations), including coaching, capability development, and prioritization
• Overall responsibility for day-to-day operations within FX Operations
• Ensure efficient handling of FX-related workflows, including trade processing, reconciliations, settlement, and issue resolution
• Act as a key interface between Partner Success, Operations, Compliance, Product/Engineering, and other internal stakeholders
• Drive continuous improvement and automation of processes across FX and partner delivery
• Responsible for developing, enhance and execute ZTL’s Partner Success Program
• Ensure high partner satisfaction through structured follow-up and case management
• Ensure compliance with relevant regulations, internal controls, and risk management practices
• Implement and run annual ENPS data collections
• Escalation ownership and handling of complex partner and operational cases

 

Core Tasks
• Daily leadership and prioritization of team activities and backlog
• Operational support in complex FX and partner-related inquiries
• Monitor and follow up on SLAs and delivery quality
• Collaborate with Product and Engineering to improve partner journeys and operational tooling
• Reporting on KPIs, deviations, incidents, and improvement initiatives
• Support onboarding of new partners, particularly for FX-related products and workflows
• Policy and procedure ownership (e.g. Incident Management, Crisis Management etc).

 

Qualifications
• Relevant higher education in economics, finance, business, or similar (or equivalent experience)
• Experience from middle office / back office operations, preferably within e-banking, fintech, or a financial institution
• Strong understanding of FX products, settlement, and operational processes
• Experience working with partner/customer dialogue and operational support
• Prior people leadership or functional leadership experience is required

 

Personal Attributes
• Structured, pragmatic, and solution-oriented
• Confident leader with the ability to motivate and develop others
• Strong execution and prioritization skills
• Excellent communication skills, both written and verbal
• Comfortable taking responsibility in a regulated and operational environment

 

We Offer (can be adapted)
• A central role in a growing fintech environment
• Real opportunity to influence and develop both the team and operational processes
• Close collaboration with cross-functional teams
• Competitive terms and strong development opportunities