Director of Operations

Vivid Rock; Greater London; On-site; GBP 80,000 - 120,000; Full time

Job summary

An innovative company is seeking a dynamic Operations Director to spearhead their operational strategies in a high-growth FinTech environment. This role offers the chance to lead the transformation of processes into efficient, scalable solutions while ensuring compliance and enhancing customer outcomes. The ideal candidate will have extensive experience in financial services, particularly in lending and consumer finance, and a strong grasp of UK regulations. Join a team that values diversity, collaboration, and innovation, and make a significant impact in a fast-paced setting.

Benefits

Annual Bonus

Equity Options

Health Insurance

Flexible Working Hours

Professional Development Opportunities

Qualifications

• Significant experience in operations within fintech or consumer finance.
• Strong understanding of UK consumer credit and FCA regulations.

Responsibilities

• Own and set the strategy for end-to-end operations.
• Lead redesign and automation of operational processes.

Skills

Operations Management

Financial Services Knowledge

Customer Experience Management

Data Analysis

Leadership

Compliance Knowledge

Process Automation

Tools

AI Tools

Data Dashboards

Job description

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Are you a Hands-On Operations Director looking for your next challenge? Would an opportunity to build upon and lead a successful Operations function for a high growth, cloud based FinTech be of interest? If the answer to these questions is yes, we’d love to hear from you.

Vivid Rock are proud to be partnering with such a business as they look to continue their success and expansion in the UK and internationally due to significant interest in their cloud-based products and solutions. With values at their core and a passion for building a culture that is centred around their staff, their accomplishments come from providing an environment that encourages innovation, diversity and collaboration. The successful candidate will not only need to fit into this culture but must also demonstrate their ability to thrive within it.

This is a very interesting role for an experienced and motivated Operations Director to join this business and play a crucial role in transforming processes and behaviours into scalable, efficient solutions while focusing on performance, compliance and customer outcomes.

The role requires this person to have significant experience working within Financial Services, particularly within a lending/consumer finance business, and will need to have strong understanding of practices and procedures around Servicing, Collections and Complaints.

Key Responsibilities:

• Own and set the strategy for end-to-end operations, from onboarding to servicing, collections, and complaint resolution.
• Lead the redesign and automation of operational processes using best-in-class tools and AI-enabled technologies.
• Design the operations team and processes to scale with growth in customer volumes and product complexity.
• Oversee all aspects of customer servicing and support, ensuring excellent response times and resolution metrics.
• Manage in-house and outsourced collections strategies, balancing recovery rates with customer experience and compliance.
• Oversee third-party relationships, including outsourced collection agencies and operational partners.
• Ensure fair, timely complaint handling in line with FCA and FOS requirements; work closely with compliance to maintain high standards.
• Build and lead a continuous improvement culture through KPIs, dashboards, and operational insights.

Skills and Experience:

• Significant experience working in operations within fintech, lending, or consumer finance business. (ideally in a scale-up environment)
• Strong understanding of UK consumer credit, collections practices, complaints procedures, and FCA regulations. Broader EMEA experience is a plus.
• Proven experience designing and deploying automated operational solutions — ideally using AI, machine learning, or workflow automation platforms.
• Highly numerate and analytical; comfortable using data tools and dashboards to drive decisions.
• Comfortable operating in a hands-on, fast-paced environment with minimal structure.
• Excellent leadership and communication skills, with the ability to inspire and drive teams.
• Clear understanding of how great operations drive better customer outcomes and business performance.

Compensation:

Competitive salary - plus benefits package, annual bonus and equity.

If you’re excited by everything you’ve read above and have the experience to match, please get in touch as we would love to tell you more! Email – [e-mail]

Finally…

We appreciate that with everything going on the world at the moment, its quite difficult to navigate ones career and it's important for us to be authentic about the opportunities we share here. We know that people are being affected by the current challenges our economy faces, however, please only apply for this role if you meet the essential criteria we have outlined above.

We are expecting a high volume of applications; sadly, we're unlikely to be able to respond to each individual applicant. Thanks for being patient and we'll be sure to get in touch if we're keen to take your application further.

Vivid Rock is passionate about championing diversity and challenging unconscious bias and treats each application carefully. Thank you for your interest and please follow our page for further updates.

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

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