Manager, Operations Partner responsible for driving operational excellence across franchise organizations. Supporting franchise leadership teams to optimize performance and uphold brand standards in the restaurant industry.
About the role
- Head of Financial Crime Operations managing FinCrime strategies at Vivid, a FinTech company. Leading operational teams and developing scalable frameworks for compliance and performance.
Responsibilities
- Own and scale our entire FinCrime Operations
- Provide strategic and operational leadership for the end-to-end FinCrime Operations organization (L1, L2, QA, Training)
- Design, implement, and maintain a robust, scalable operational framework with clear ownership, standardized processes, and global consistency
- Recruit, mentor, and coach Team Leads and Managers, strengthening leadership capabilities and accountability across the entire function
- Ensure all teams operate in strict adherence to internal standards, procedures, and regulatory requirements
- Guarantee consistent day-to-day operational excellence, ensuring delivery against strict Service Level Agreements (SLAs), quality benchmarks, and productivity targets
- Lead data-driven initiatives to mitigate errors, enhance accuracy and maximize processing efficiency
- Establish comprehensive systems and tooling for associate onboarding, specialized training, data-driven quality monitoring, and formal performance management
- Own headcount planning, budgeting, and financial allocation across all FinCrime operational resources
- Oversee effective resource planning and collaborate closely with Vendor Management on external capacity needs, ensuring adequate coverage and utilization
- Proactively identify control gaps, process inefficiencies, and operational risks, driving structured remediation and the implementation of FinCrime best practices
Requirements
- 7+ years of senior operational leadership experience, preferably within high-volume environments such as Fintech, Banking, Financial Services, or complex BPO/back-office operations.
- Demonstrated success managing multi-layered teams and leading other leaders, with direct accountability for organizations of 100+ FTE (internal and external).
- Proven ability to build, transform, or stabilize operational organizations, set up control systems, and scale teams through multiple leadership levels in a hyper-growth setting.
- Deep expertise in operational methodologies (e.g., Six Sigma thinking), performance metrics, capacity planning, and operational analytics.
- Demonstrated structured, decisive, and results-oriented leadership, with a strong ability to stabilize chaotic environments and define clear, efficient workflows.
- As a plus: Hands-on experience in FinCrime/AML/KYC operations is a significant advantage.
- Prior experience working with or managing outsourced vendor teams.
- Experience supporting operations related to Small and Medium-sized Business (SMB) clients or workflows.
- Bachelor's or Master's degree in Business Administration, Operations Management, Finance, or a related field.
Benefits
- Participation in our Stock Options Program
- Real growth prospects
- Significant responsibility
- Immediate impact from day one
- Enhance your expertise
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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