Manager Operations & Service Delivery

emoni; Amsterdam; On-site; EUR 110,000 - 160,000; Full time

Benefits offered by this job

Broad management role

Process optimization

Competitive salary & benefits

Job summary

emoni, a fintech licensed e-money institution, seeks a Manager Operations & Service Delivery to lead the 1LoD and Operations team in Amsterdam. You will oversee onboarding, transaction monitoring, incident management and daily customer service.

You balance compliance and risk with a service-minded approach, guide Sales pre-screening, and drive continuous improvement while reporting KPIs to the COO and board.

Qualifications

• Bachelor's or Master's degree in Business Administration, Law, Economics or related field.
• 5-7 years in financial services with at least 3 years in leadership roles.
• Strong foundation in CDD/KYB and AML/financial regulations.
• Excellent Dutch and English communication; risk-aware leadership.

Responsibilities

• Own operational risk within the department and ensure compliant processes under e-money laws.
• Translate compliance policies into practical procedures; support Sales during pre-screening.
• Lead Customer Support and incident management to maintain CSAT and SLAs.
• Oversee onboarding, transaction monitoring, and post-transaction surveillance.
• Report KPIs and KRIs to the board; develop and coach a multidisciplinary team.

Skills

Dutch communication

English communication

Leadership

Risk management

Education

Bachelor's or Master's in Business or Law

Job description

At emoni, we connect traditional financial services with modern payment and digital asset solutions. Established in 2023 and originally operating under the iLedgends brand, we provide payment accounts, virtual IBANs, SWIFT and SEPA transfers, and digital asset services to businesses and individuals.

Our international group operates across the Netherlands, Cyprus, and Canada, combining regulated financial services with extensive experience in payments, cross-border transactions and digital assets. Through our European Electronic Money Institution and Canadian Money Services Business, we deliver secure, compliant and efficient financial solutions in multiple currencies.

At emoni, we value collaboration, accountability, innovation and exceptional customer service. We are looking for talented professionals who want to grow with an ambitious international fintech company and contribute directly to its continued success.

Job Title: Manager Operations & Service Delivery

Department: Operations / First Line of Defense (1LoD)

Reports to: Chief Operating Officer (COO) / Board of Directors

Employment Type: Full-time (40 hours)

Job Description

As the Manager Operations & Service Delivery within our e-money licensed financial institution, you are the operational backbone and the First Line of Defense (1LoD) of the organization. You will lead a versatile team responsible for the entire operational lifecycle of our clients: from initial commercial onboarding support and merchant acceptance to daily transaction monitoring, incident management, and regular customer service.

Your primary goal is to ensure smooth, secure, and client-friendly service delivery. You will constantly balance strict compliance and risk management (when onboarding merchants and monitoring transactions) with a proactive, service-oriented mindset (when supporting Sales and assisting existing clients). You ensure that operational excellence and top-tier service go hand in hand.

Key Responsibilities

1. First Line of Defense & Risk Management (1LoD)

• Act as the owner of operational risks within the department and ensure all processes comply with applicable e-money laws and regulations (such as Wwft/AML and sanctions regulations).
• Translate compliance and risk policies (defined by the 2nd line) into concrete, workable operational procedures.
• Proactively identify and mitigate risks within the daily client and transaction chain.
• Hold ultimate responsibility for a smooth and compliant Customer Due Diligence (CDD) and Know Your Business (KYB) process for new and existing merchants.
• Provide direct support to the Sales team (Sales Support) by reviewing the feasibility and risks of potential new clients at an early stage (pre-screening).
• Act as the escalation point for complex client files, carefully weighing commercial interests against the established risk appetite.
• Continuously optimize the onboarding funnel to shorten the 'time-to-board' for Sales without compromising the quality of the gatekeeper function.

3. Customer Support & Incident Management

• Directly manage and professionalize the Customer Support function to handle daily functional and operational questions from merchants.
• Drive client satisfaction (CSAT), response times (SLAs), and first-contact resolution capabilities.
• Hold ultimate responsibility for monitoring the operational IT and payment infrastructure (incident monitoring) to minimize downtime for clients.
• Take charge during major operational incidents (Major Incidents), including communication with affected clients and partners.
• Oversee daily post-transaction monitoring to detect unusual patterns, fraud, money laundering, and terrorist financing in a timely manner.
• Ensure efficient handling of alerts and correct escalation of suspicious transactions (SAR/STR) to the compliance department.
• Optimize monitoring systems to reduce 'false positives', ensuring legitimate clients experience no unnecessary friction.
• Directly lead, coach, and develop a multidisciplinary team (onboarding analysts, transaction monitors, and support agents).
• Build a culture where risk awareness (risk culture) and extreme client focus reinforce each other.
• Report operational KPIs (such as turnaround times, support tickets, and SLAs) and KRIs (Key Risk Indicators) to the board.

Job Requirements

• Education: Minimum of a Bachelor's or Master's degree (e.g., Business Administration, Law, Criminology, or Economics).
• Experience: Minimum of 5-7 years of relevant work experience within the financial sector (FinTech, e-money, payment service provider, or banking), including at least 3 years in a leadership role managing both compliance/operations and support teams.
• Knowledge: A strong foundation in CDD/KYB processes (specifically for high-risk sectors) and transaction monitoring, combined with deep knowledge of setting up an efficient support organization (customer service & sales support), including profound experience and knowledge of Cryptocurrency and Fiat.
• Regulations: Familiar with AML/CFT directives, PSD2/PSD3, and guidelines from financial regulators (such as DNB / AFM).
• Skills: Excellent communication skills in Dutch and English. Ability to easily switch between strictly enforcing rules and thinking service-mindedly alongside Sales and clients.
• Personality: An empathetic leader, highly analytical, stress-resistant, and commercially sensitive without losing sight of risk boundaries.

What We Offer

• A unique and broad management role where you are truly the operational engine of the company.
• Ample room to further optimize and automate support and onboarding processes from the ground up.
• A competitive salary with excellent secondary benefits.