Head of Operations (Lithuania/remote)
About ZEN.COM
ZEN.COM is a smart financial app designed for your everyday life – at home and on the go. We make payments, online shopping, and personal finance management fast, secure, and effortless. With ZEN, you can enjoy cashback on purchases, full control over your spending, and peace of mind thanks to purchase protection. A built-in multi-currency account lets you spend abroad or shop internationally with great exchange rates and no hidden fees.
Role Summary
The Head of Operations holds responsibility for ensuring operational excellence and regulatory compliance within the financial institution. This role goes beyond traditional vendor or project management - it ensures that all outsourced operations delivered via the Shared Service Center (SSC) meet both business efficiency goals and the regulatory obligations of the licensed entity.
The ideal candidate will combine strong operational management skills with a deep understanding of governance, risk, and compliance frameworks within a regulated financial environment.
Key Responsibilities
ZEN.COM is a smart financial app designed for your everyday life – at home and on the go. We make payments, online shopping, and personal finance management fast, secure, and effortless. With ZEN, you can enjoy cashback on purchases, full control over your spending, and peace of mind thanks to purchase protection. A built-in multi-currency account lets you spend abroad or shop internationally with great exchange rates and no hidden fees.
Role Summary
The Head of Operations holds responsibility for ensuring operational excellence and regulatory compliance within the financial institution. This role goes beyond traditional vendor or project management - it ensures that all outsourced operations delivered via the Shared Service Center (SSC) meet both business efficiency goals and the regulatory obligations of the licensed entity.
The ideal candidate will combine strong operational management skills with a deep understanding of governance, risk, and compliance frameworks within a regulated financial environment.
Key Responsibilities
- Oversight & Governance
- Vendor / SSC Management: Ensure that the Shared Service Center operates according to agreed contractual obligations, service levels (SLAs), and quality standards.
- Control Framework: Maintain robust governance structures, including clear reporting lines, escalation mechanisms, and performance monitoring.
- Policy Alignment: Ensure that all SSC activities align with the local policies, procedures, and risk appetite.
- Performance Reviews: Conduct regular service reviews with SSC management to evaluate delivery quality, cost efficiency, and continuous improvement.
- Regulatory Compliance
- Ensure all SSC-delivered activities comply with local laws, regulatory requirements, and internal compliance standards.
- Collaborate with the 2nd line of defense (Risk and Compliance) to maintain appropriate oversight and control.
- Prepare and support regulatory inspections and internal/external audits by demonstrating effective governance and monitoring.
- Maintain audit trails and documentation evidencing adequate oversight of outsourced services.
- Operations Management
- Risk Oversight: Monitor operational processes (e.g., transaction monitoring, onboarding, fraud detection) to identify and mitigate gaps or control failures.
- Issue & Escalation Management: Ensure high-risk cases (e.g., fraud, AML flags, customer complaints) are promptly escalated for decision-making.
- Key Risk Indicators (KRIs): Define, track, and report operational risk metrics such as fraud losses, SLA breaches, and compliance exceptions.
- Customer Care Oversight: Oversee customer service delivery to ensure compliance with local customer protection regulations (e.g., complaint handling, fair treatment).
- Localization: Ensure local language, culture, and regulatory requirements are integrated into SSC-delivered processes and customer interactions.
- Communication & Stakeholder Management
- Act as the primary liaison between the company and the SSC, translating local market and regulatory requirements into operational processes.
- Provide senior management and regulators with transparent updates on outsourcing performance, risks, and incidents.
- Build strong cross-functional relationships with Compliance, Risk, Legal, and Product teams to ensure cohesive operational governance.
- Bachelor’s or Master’s degree in Business Administration, Finance, Risk Management, or related field.
- 5+ years of experience in operations management, service delivery, or vendor governance, ideally in a regulated financial services or payments environment.
- Proven track record in managing outsourced or shared service operations with regulatory accountability.
- Strong understanding of risk management, AML, fraud prevention, and compliance frameworks.
- Experience preparing for and engaging with regulators and auditors.
- Exceptional communication, negotiation, and stakeholder management skills.
- Strong governance mindset and attention to detail
- Analytical and data-driven approach to performance and risk management
- Ability to influence and manage stakeholders across different jurisdictions
- Proactive problem solver with a focus on accountability and results
- Deep understanding of regulatory environments and operational risk
- A fast, transparent recruitment process
- Flexible working model- remote or hybrid options available
- Opportunities for professional development and career growth
- A supportive, collaborative environment where your voice is heard