Operations Manager

Hypr; Belo Horizonte; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading fintech company is seeking a Head of Operations to design and oversee physical expansions across Brazil. This role involves developing a product lineup, managing operational locations, and building relationships with financial providers. Candidates should have strong commercial judgment, experience in field operations management, and a background in financial products. This hands-on role offers opportunities for high mobility and direct engagement in the field to execute the company's growth strategy.

Serviços

Health Insurance

24-hour free helpline for advice

Life insurance fully covered by the company

Qualificações

• Extensive experience in building operations from scratch.
• Experience with financial products and building distribution partnerships is a strong plus.
• High mobility and availability for field work required.

Responsabilidades

• Design and implement Pagô's physical operations strategy.
• Identify and support the selection of new operational locations.
• Lead the setup of physical points of presence.

Conhecimentos

Operational leadership

Commercial judgment

Field operations management

Strong execution discipline

Formação académica

Bachelor's degree in relevant field

Descrição da oferta de emprego

Head of Operations (Physical Expansion & Product Lineup)

PJ | Full-time

Pagô is evolving. We are moving beyond a purely digital model to build a field-driven financial operation, with physical points of presence embedded in the real Brazilian economy. These locations will not only operate Pagô’s core products — they will also serve as distribution hubs for a broader financial product lineup, built in partnership with external providers. This role exists because physical execution, product mix, and partnerships must be built together.

The Role

We are looking for a COO with a CEO mindset to design, build, and run Pagô’s physical operations, end to end. This includes:

• Building the physical operation
• Defining what products are offered in each location
• Structuring and managing relationships with financial product providers

You will take Pagô from strategy to the ground — location by location.

This is a builder role, not a maintenance role.

What You Will Build

• Pagô’s physical operational model
• A scalable store-level product lineup (payments, credit, and partner products)
• Strategic relationships with financial product providers
• On-the-ground presence in selected cities (especially in the Brazilian interior)
• Teams, routines, and processes that function in real environments
• A repeatable playbook for physical expansion

Responsibilities

• Design and implement Pagô’s physical operations strategy
• Identify, evaluate, and support the selection of new operational locations
• Lead the setup of physical points of presence (from zero to running)
• Define the product lineup offered in each physical location, aligned with local demand
• Build and manage relationships with financial product providers and partners
• Negotiate commercial terms, distribution models, and operational flows with providers
• Ensure products are properly integrated into day-to-day operations
• Hire, train, and manage local teams
• Define operational processes that work in the field
• Be present where the operation happens: customers, partners, local ecosystems
• Ensure operational consistency while scaling across locations
• Act as the main execution leader for physical expansion
• Work closely with product, credit, and risk teams
• Report directly to the founder with high autonomy

Who We’re Looking For

This role is for top-tier operators with commercial and product judgment.

You are someone who:

• Thrives in building operations from scratch
• Understands how product, distribution, and operations connect
• Is energized by being in the field, not behind a desk
• Has strong execution discipline and commercial instincts
• Is highly organized and ownership-driven
• Is comfortable making decisions with incomplete information
• Has full flexibility for travel and on-site work
• Leads by presence and example

Experience with financial products (payments, credit, banking, fintech, or regulated financial operations) and/or building distribution partnerships is a strong plus.

Non-Negotiables

• High mobility and availability for field work
• Hands-on leadership style
• Comfort with ambiguity and responsibility
• Strong bias toward execution over discussion

What This Is Not

• Not a strategy-only position
• Not a remote or desk-only job
• Not a role for people who avoid operational friction

Compensation

• Fixed compensation (PJ)
• Performance-based bonus tied to:
• Store rollout
• Product lineup execution
• Provider partnerships
• Operational performance
• Long-term upside aligned with impact

Why This Role Matters

Pagô believes that real financial infrastructure is built on the ground, close to businesses and their ecosystems.

This role sits at the intersection of: If you want to build physical operations, define what gets sold, and decide how financial products reach the field, this role was designed for you.

Interested? Send a DM or apply directly.

HR Operations Manager

What You\'ll Do

We seek an experienced HR Operations Manager to drive HR policy development, SOP creation, process optimization, and team enablement. This role ensures standardized, well-implemented HR policies and processes support business goals and compliance.

HR Policy Enablement & Governance:

• Develop, implement, and maintain comprehensive HR operations policies and SOPs that align with business goals and compliance requirements.
• Ensure HR policies are consistently applied across all business units.
• Regularly review work with relevant department and update HR policies to reflect changes in employment laws and best practices.
• Design, document, and continuously improve HR processes to enhance efficiency and compliance.
• Collaborate with cross-functional teams to ensure HR processes are well-integrated and operationally sound.
• Establish clear workflows and guidelines for employee lifecycle processes, including onboarding, offboarding, probation and internal mobility, etc.

Quality Controal & Employee Experience

• Ensure seamless execution of HR policies to improve employee experience and operational efficiency.
• Provide training and communication on policy updates and process changes to HR teams and managers.
• Conduct periodic audits to verify adherence to HR policies and recommend corrective actions where needed.
• Implement a quality audit framework to regularly assess HR operations, identify gaps, and drive continuous improvements.

What We Need From You

• Bachelor’s degree in Human Resources, Business Administration, or a related field; Master’s degree is a plus.
• 5+ years of experience in HR operations, policy management, or process governance within an international organization.
• Strong knowledge of HR policy frameworks, compliance, and global employment regulations.
• Experience in developing and implementing HR SOPs and process documentation.
• Proficiency in HR technology solutions and data-driven decision-making.
• Excellent communication and stakeholder management skills.

What Make This Role Exciting

• Be a driver in creating HR policies in a rapidly growing global company.
• Influence decision-making by implementing scalable HR frameworks that will define future operations.
• Work with cross-functional teams across multiple geographies to develop global HR policies while ensuring local compliance.
• Gain hands-on experience navigating the complexities of international HR operations in a fast-scaling business.
• Drive a culture of continuous improvement and quality audits to enhance HR service delivery.

IT Operations Manager

We are the Americas Cluster Operations Team, a critical component of a leading global technology enterprise\'s infrastructure strategy. Our mission is to ensure the highly efficient, stable, and secure operation of the operational environment across the Americas. Our team comprises dedicated professionals in Facilities, IT, and Asset Management, deeply experienced in large-scale system operations, possessing comprehensive capabilities from daily operations to strategic planning:Facilities Team: Responsible for 24x7 uninterrupted operations and emergency response of critical physical support systems within the large operational environment, including electrical, HVAC, and fire suppression. We ensure physical environment stability and sustainable operations through rigorous capacity management and energy efficiency optimization.IT Team: Manages the full lifecycle operations of IT equipment like servers and networks within the operational environment. We ensure high SLA compliance for IT services through proactive systemic risk governance, automation, and process optimization, while leading various technology upgrade projects.Asset Team: Oversees the full lifecycle management and governance of IT assets. We ensure asset compliance, visibility, and efficient utilization through precise data management, risk control, and cost-efficiency strategies.Our Core Focuses:End-to-End Reliability: From physical support to IT services, we provide comprehensive stability assurance, focused on mitigating risks and ensuring business continuity.Project-Based & Lean Operations: We approach operational work through a project lens, continuously optimizing processes to achieve efficient resource utilization and lean operating costs.Innovation & Talent Development: We actively integrate cutting-edge technologies and foster robust knowledge-sharing mechanisms to continuously enhance our\' team\'s professional capabilities and innovative practices.We serve as the robust foundation for the enterprise\'s business growth in the Americas, providing powerful and trustworthy infrastructure assurance through professionalism, innovation, and collaboration.

Job Responsibilities:

1. Responsible for the comprehensive operation and maintenance management of IT infrastructure (including but not limited to servers, networks, storage, and related software platforms) within large-scale operational environments in the Americas region.

2. Develop and implement IT operation strategies, procedures, and standards (SOPs) to ensure the efficient, stable, and secure operation of IT systems, in compliance with internal and external regulations.

3. Manage the IT operations team, including recruitment, training, performance evaluation, team development, and daily management, to enhance team professionalism and efficiency.

4. Lead IT incident management, event response, change management, and problem-solving processes to ensure high availability and business continuity of IT systems.

5. Drive the IT operations\' transformation towards automation and intelligence, introducing advanced technologies and tools to continuously optimize operational processes, efficiency, and quality.

6. Responsible for IT infrastructure capacity planning, performance monitoring, and optimization to ensure resource allocation meets business growth demands.

7. Manage IT-related vendors and third-party service providers, ensuring their service quality and SLA (Service Level Agreement) compliance.

8. Responsible for IT operations budget planning, cost control, and analysis of technology investment returns.

9. Collaborate closely with internal cross-functional teams (e.g., Facilities, Asset Management, Security, Business Units) to ensure IT operations effectively support overall business objectives.

10. Stay abreast of industry trends and emerging technologies, supporting the evolution of IT architecture to enhance technological competitiveness.

Job Requirements:

1. Bachelor\'s degree or higher in Computer Science, Network Engineering, Electronic Information Engineering, or a related IT professional field.

2. Over 5 years of experience in large-scale IT system operation and maintenance management, with at least 3 years in a team management role; experience in multinational corporations is a plus.

3. In-depth understanding and practical experience with server hardware, operating systems (Linux/Windows), network technologies (TCP/IP, routing & switching), and storage systems.

4. Familiar with ITIL/ITSM management frameworks, possessing excellent capabilities in ITIL process implementation and optimization.

5. Practical experience with IT automation and intelligent operation tools (e.g., scripting languages, monitoring systems, configuration management tools).

6. Excellent team leadership, project management, and risk management capabilities.

7. Outstanding communication, coordination, problem-solving, and decision-making skills, capable of handling complex technical and managerial issues.

8. Strong English reading, writing, and communication skills, able to communicate effectively as a working language.

9. (Plus) Relevant professional certifications such as ITIL, PMP, CCIE/CCNP, RHCE are a plus.

10. (Plus) Experience in cloud platform operations or DevOps practices is a plus.

Warning

Operations Manager - Service Desk

Key Responsibilities

• Provide timely and meaningful reporting to senior management.
• Plan and implement strategies to ensure account profitability.
• Handle client interactions and manage escalations (calls or in-person).
• Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
• Monitor daily productivity against defined service level standards.
• Perform audit checks on client-defined compliance requirements.
• Coach and monitor Team Leads and AMs in day-to-day operations and people management.
• Develop continuous learning processes for the team.
• Supervise and support team members to ensure delivery meets or exceeds client quality standards.
• Represent the organization during client visits and reviews.
• Lead process re-engineering projects to optimize workflows and reduce cycle times.
• Develop and maintain process documentation, SOPs, and compliance standards.
• Partner with stakeholders to implement digital tools and automation for operational efficiency.
• Monitor KPIs and prepare dashboards to track improvement outcomes.
• Conduct training sessions on process excellence methodologies for team members.
• Strong knowledge of BPS operations and service delivery models.
• Plan and implement strategies to ensure account profitability.
• Handle client interactions and manage escalations (calls or in-person).
• Conduct regular reviews with Account Managers and other departments to ensure SLA adherence.
• Monitor daily productivity against defined service level standards.
• Perform audit checks on client-defined compliance requirements.
• Coach and monitor Team Leads and AMs in day-to-day operations and people management.
• Develop continuous learning processes for the team.
• Supervise and support team members to ensure delivery meets or exceeds client quality standards.
• Represent the organization during client visits and reviews.
• Proficiency in process mapping tools and data analysis (Excel, Power BI).
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects and deliver within timelines.
• Managed a Level 1 IT Service Desk/Help Desk
• Demonstrated strong stakeholder management (Internal & External)
• Experience in incident management processes with hands on exposure to ITSM platforms such as SNOW/Remedy or similar
• Strong understanding of typical SLAs and KPIs in contact center/IT Service Desk.

Qualifications

• Bachelor’s degree in Business, Engineering, or related field.
• 3–5 years of experience in process improvement within BPS or shared services.
• Preferred Certification in Lean Six Sigma or equivalent preferred.

Warning

Tactical Operations & Measurement Manager

You will serve as the strategic link between operational execution and technological infrastructure for Small Business (SBG) programs. The focus of this position is to ensure that tools, processes, and systems operate with maximum efficiency, eliminating friction and optimizing team productivity.

• Centralize and distribute tasks, ensuring no ticket or operational need goes unanswered.
• Ensure all resources (access, hardware, licenses) are available for teams within SBG programs.
• Audit low-performance deliveries, identifying root causes and applying immediate corrections to protocols.
• Coordinate the on-site deployment of new tools, from initial configuration to pilot monitoring.
• Execute and supervise tool testing, reporting bugs and usability issues directly to technology teams.
• Act on the front lines to resolve system failures impacting operational productivity.
• Collect real-world feedback from operations teams and translate it into requirement documents for future system updates.
• Review current processes to eliminate unnecessary steps, aiming for scalability and operational cost reduction.
• Collaborate with teams to ensure any process changes are implemented without service disruption.
• Prepare periodic productivity and operational performance reports for vendor and client leadership.
• Identify operational bottlenecks (e.g., staffing shortages, mass system failures) and execute pre-defined contingency plans.

You Have:

• Extensive experience in change management and operational strategy within a large organization.
• A strategic thinker with excellent project management skills and a track record of successful change initiatives.
• Superior communication skills, able to articulate change strategies and benefits to diverse audiences.
• Proven ability to build strong relationships and influence stakeholders at all levels.
• Bachelor\'s degree in business, Management, or a related field; advanced degree preferred.
• Strong proficiency in English (C1), both written and spoken.

Additional Benefits:

• Health Insurance.
• SESC Partnership.
• We Care: 24-hour free helpline for psychological, financial and legal advice
• Life insurance, fully covered by the company.
• Childcare Allowance.
• : Refer acquaintances and receive a cash bonus for each person hired.
• Partnerships with up to 50% discount at universities and up to 80% at language schools.
• Free Concentrix Learning Portal (Online courses and live training).
• Career plan: Grow with us and gain new professional development opportunities!
• Contract type: Permanent CLT.