Head of Operations

Monizze BE; Brussel; Hybride; EUR 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Homeworking flexibility

Mobility budget

Annual company trip

Résumé du poste

Monizze, a Belgian fintech, is seeking a Head of Operations to drive an outstanding operational experience for customers, partners, merchants and beneficiaries. You will define the ops strategy, lead the Customer Operations team and collaborate with Product, Tech, Sales, Marketing, HR and Finance to continuously improve customer journeys.

You will champion operational excellence, data-driven decisions and scalable processes to support Monizze’s ambitious growth and ensure best-in-class customer

Qualifications

• Master's degree or equivalent experience.
• Experience leading managers and multidisciplinary teams.
• Experience in a fast-growing technology company, fintech, SaaS or scale-up is an advantage.

Responsabilités

• Define and execute the operations strategy aligned with company ambitions.
• Lead and develop the customer operations organisation with clear succession plans.
• Own operational performance, improve SLA, CSAT and reduce customer effort.
• Drive continuous improvement, standardise processes and build dashboards.
• Partner with Product, IT, Sales, Marketing, Finance and HR to turn insights into product improvements.

Connaissances

Strategic operational leadership

Strong customer-obsession mindset

Analytical and data-driven decision

Process optimisation

Performance management

Change management

Strong stakeholder management

Financial and operational acumen

Excellent communication in Dutch, FR,

Formation

Master's degree or equivalent experience

Description du poste

About Monizze

Monizze is a Belgian HR tech scale-up of ~150 employees, experiencing strong growth and building a multi-product platform. We are recognised as a leading player in the market of employee benefits and flexible compensation.

Our mission is simple and powerful: Monizze turns complex reward topics into simple, usable solutions, creating a win-win for workers and employers.

By combining fintech, HR Tech and innovative product design, Monizze is redefining how companies manage and deliver benefits in a fast evolving world of work.

Your advantages first

• Your purchasing power is optimized – the motto is true for clients & employees
• 30 days off per year: 20 legal holidays + 6 ADV/RTT + 4 Monidayzz
• A mobility budget
• Homeworking flexibility with days of remote work and a monthly allowance to make it comfy
• Work from abroad up to 4 weeks a year (after 6 months @ Monizze)
• Belgian roots, mindset & attitude: a cool and informal atmosphere – one of the best things since waffles
• Disrupting and innovative: we digitalized the market and keep pushing innovation in every aspect
• Your growth is our growth: unlimited learning opportunities (languages, personal growth, hard skills,...)
• Your health and your family's health is covered by our hospitalization insurance
• Internal mobility is regularly an option for anyone looking to evolve or change jobs or departments
• Homeworking opportunities and overall flexibility
• A yearly trip with all your colleagues to celebrate our achievements
• We do much more for our employees, but we needed space to describe the job! We'd love to tell you about it though, so ask us!

Your Team in a Nutshell

As Head of Operations, you are responsible for ensuring that Monizze delivers an outstanding operational experience to every customer, every partner, every merchant and every beneficiary.

You define and execute the operational strategy, transforming Operations into a true business enabler supporting Monizze’s ambitious growth plans.

You lead our Customer Operations organisation, including the Customer Care Team Lead and our Customer Care Experts, while closely collaborating with Product, Tech, Sales, Marketing, HR and Finance to continuously improve our customer journeys.

You combine operational excellence, leadership, customer obsession and data-driven decision-making to build scalable operations ready for the next stage of Monizze’s growth.

What You’ll Do

Define and execute the operations strategy:

Develop and execute Monizze’s Customer Operations strategy aligned with the company’s ambitions.

You will:

• Build a scalable Operations organisation
• Translate company strategy into operational priorities
• Ensure operational excellence across the customer lifecycle
• Define long term improvement roadmaps
• Anticipate future operational challenges
• Continuously raise operational maturity

Lead and develop the operations organisation:

Lead and develop the customer operations department.

Your team includes:

• Customer Care Team Lead
• Customer Care Experts
• External operational partners

You will:

• Coach a manager and senior experts
• Create a culture of ownership, accountability and excellence
• Build succession plans and talent development
• Ensure the right organisation and competencies for future growth

Deliver Best-in-Class customer operations:

Customer operations is one of Monizze’s strongest differentiators.

You ensure every operational process contributes to an exceptional customer experience.

You will:

• Own operational performance
• Continuously improve SLA achievement
• Increase customer satisfaction (CSAT)
• Improve complaint management
• Ensure operational consistency across all channels
• Reduce customer effort through simplification and automation in collaboration with the customer obsession team

Drive continuous improvement:

Continuous improvement is at the heart of your role.

You constantly challenge existing ways of working and transform observations into measurable improvements to feed the customer obsession and product team roadmap.

You will:

• Standardize and formalize operational processes
• Improve scalability and efficiency
• Remove operational bottlenecks
• Optimize knowledge management
• Introduce Lean and continuous improvement methodologies where appropriate

Built a data-driven operations organisation:

Operational decisions should be driven by facts.

You will:

• Define operational KPIs
• Build meaningful dashboards
• Monitor customer trends
• Analyse root causes
• Translate data into improvement inititiatives
• Create visibility for senior management

Partner across Monizze:

Operations sits at the heart of the company.

You collaborate closely with:

• Product
• IT
• Sales
• Marketing
• Finance
• HR

You ensure customer insights become product improvements and customer obsession becomes a company-wide mindset.

Manage operational partners:

You own relationships with operational outsourcing partners and suppliers.

You will:

• Ensure contractual performance
• Monitor operational quality
• Challenge partners to continuously improve
• Drive strategic operational partnerships

What You’ll Bring

Experience:

• Master's degree or equivalent experience
• 7+ years of experience in Operations, Customer Experience, Customer Care or Service Delivery
• Proven experience leading managers and multidisciplinary teams
• Experience in a fast-growing technology company, fintech, SaaS or scale-up is a strong advantage

Core skills:

• Strategic operational leadership
• Strong customer-obsession mindset
• Analytical and data-driven decision making
• Process optimisation
• Performance management
• Change management
• Strong stakeholder management
• Financial and operational business acumen
• Excellent communication skills in Dutch, French and English

Soft skills:

• Inspiring leader
• Hands-on when needed
• Structured and organised
• Strong prioritisation skills
• Excellent coaching capabilities
• Entrepreneurial mindset
• Resilient under pressure
• Pragmatic problem solver
• Curious and continuously looking for better ways of workin
• Leads by example

Organisation:

Reports to: Chief Operating Officer

Direct reports:

• Customer Care Team Lead (1)
• Customer Care Experts (5)

Indirect reports:

• Customer Care Associates (9)

• External operational partners (5)

Works closely with all business departments.

What makes this role unique

Operations at Monizze is much more than running day-to-day activities, it’s at the heart of our long term success with following approach: digital first with a human touch.

It is about creating a world-class customer experience while continuously improving how the company operates.

You will directly influence:

• Customer satisfaction
• Operational excellence
• Employee engagement
• Digital transformation
• Process innovation
• Business scalability

You will help build the operational backbone of one of Belgium's fastest-growing fintech companies.

Success Metrics (12-18 months)

You will be successful when you have:

• Embedded a culture of customer obsession, increasing satisfaction and reducing customer effort at every touchpoint
• Achieved best-in-class SLA performance
• Significantly improved operational efficiency
• Built a highly engaged and high-performing Operations team
• Implemented measurable process improvements across the customer lifecycle
• Increased automation and reduced operational complexity
• Strengthened collaboration between Operations, Product, Tech, Sales & Marketing team
• Established Operations as a key business partner, demonstrating strong operational leadership in line with the strategy

At Monizze, Operations is not a support function. It is one of the key drivers of customer loyalty, operational excellence and sustainable growth.

If you are passionate about leading people, transforming operations and building exceptional customer experiences, we'd love to meet you.