Operations & Service Delivery Leader

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

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.