Operational Excellence Specialist (Fintech)

TL;DR

Operational Excellence Specialist (Fintech): Ensuring frontline teams are prepared and equipped to deliver high-quality service with an accent on change management, knowledge enhancement, and operational readiness. Focus on leading operational aspects of pilots, tracking performance, and implementing regulation-compliant changes to workflows.

Location: 3 days per week in the office in Cardiff

Company

hirify.global provides an all-in-one business credit card & spend management platform that helps business owners save time and money.

What you will do

• Coordinate the introduction of new products and processes, evaluating business impact and delivering briefings to operational teams.
• Lead the operational side of pilots by establishing success metrics and tracking performance.
• Provide real-time operational support during live incidents, ensuring immediate communications are dispatched.
• Manage communication channels across the operational department to ensure timely updates.
• Oversee the post-incident process by gathering feedback and analysing root causes.
• Establish practices for sharing best practices to enhance customer operations capability.

Requirements

• 2+ years in an Operational Excellence, Business Support, or Training & Development role within a fast-paced Customer Operations environment.
• A proven track record of helping teams transition through change (new systems, new products, or new ways of working).
• Exceptional ability to simplify complex information into engaging briefings or training modules.
• Comfortable working with success metrics and KPIs to track the impact of a pilot or training program.
• Highly organised with the ability to manage multiple projects/stakeholders simultaneously.

Culture & Benefits

• Private Healthcare including dental and opticians services.
• Worldwide travel insurance.
• 28 days holiday (plus bank holidays).
• Annual Learning and Wellbeing Budget.
• Enhanced Parental Leave.
• Dog Friendly Offices.

Hiring process

• Stage 1: 30 minutes with a Talent Partner.
• Stage 2: 60 minutes interview with the Operational Excellence Manager.