Lead of Operations Services (Fintech)

Location: Athens, Attica, Greece; hybrid workplace

Company

hirify.global is a fintech organisation delivering proprietary technology solutions and platforms for banks and financial institutions across more than 30 countries, using AI and analytics to support digital transformation.

What you will do

• Own the operating model, processes, controls, and service targets for customer onboarding, support, merchant operations, reconciliation, and outsourcing.
• Lead KYC/KYB onboarding and front-line payments support, partnering with Compliance, Product, and Engineering on clean handoffs and automation.
• Manage complaints and disputes end to end, including registration, tracking, resolution, and escalation to Compliance where required.
• Oversee reconciliation, merchant payouts, refunds, transaction queries, statements, commissions, holdbacks, tax documentation, and payment coordination with Finance.
• Manage the outsourcing lifecycle, including provider due diligence, contracting, risk classification, Board approvals, SLA monitoring, annual reassessments, and tested exit strategies.
• Ensure compliance with anti-bribery and corruption requirements, applicable regulations, consumer data protection, and operational resilience obligations such as DORA.

Requirements

• Degree in Economics, Finance, Business Administration, or a related field.
• 6+ years of operations experience, including demonstrable banking experience; fintech or lending experience is beneficial.
• Experience establishing processes and controls in a regulated environment, preferably including operations for a new entity.
• Data-driven approach using operational data and BI dashboards to identify failures and automation opportunities.
• Hands-on, action-oriented approach with experience codifying processes in playbooks and building automation with engineering teams.
• Fluency in Greek and English, written and spoken; completed military obligations where applicable.

Nice to have

• Experience in fintech or lending.
• Experience standing up operations for a new entity from scratch.
• Process-excellence or automation-building experience with engineering teams.

Culture & Benefits

• Teamwork, integrity, client focus, agility, innovation, quality, and excellence in a human-centred environment.
• Competitive compensation, meal vouchers, and annual bonus programmes.
• IT equipment, mobile phone, data plan, modern facilities, free refreshments, indoor parking, and an in-house restaurant.
• Private health insurance, occupational doctor, workplace counsellor, and nutritionist.
• Onsite gym, wellness facilities, mentoring, coaching, and personalised annual learning and development plans.
• Referral bonuses and regular wellbeing, ESG, volunteering, and career development activities.

Hiring process

• Submit the CV and application materials in English.