Head of Operations - German Speaking (m / w / d) - iwoca

We're looking for a Head of Operations - Germany (m / w / d)

Hybrid in London, Frankfurt, or Berlin - Fulltime

The company

Imagine a world where every small business has the power to thrive. That's the world we're building at iwoca. Small businesses aren't just statistics - they're the heartbeat of our communities, the character of our high streets, and the engine of our economy. Since 2012, we've revolutionised how these businesses access finance, turning what was once a lengthy, frustrating process into something remarkable : funding that's fast, flexible, and actually works for modern businesses.

Our impact speaks for itself : we've provided billions in funding to over 150,000 businesses across Europe, making us one of the continent's leading fintech innovators. But we're just getting started. Our mission? To empower one million businesses with the financial tools they deserve.

We combine cutting-edge technology and data science with genuine human understanding to make finance feel less like a barrier and more like a superpower. Whether it's managing cash flow or seizing unexpected opportunities, we ensure businesses get the funds they need - often within minutes.

The role

We're seeking an exceptional Head of Operations to lead and optimize our operational functions, ensuring the seamless delivery of customer service and operational excellence. This role is pivotal in driving strategic initiatives, managing critical teams, and contributing to our goal of financing one million businesses across Europe.

As the Head of Operations, you will oversee the Customer Service, Credit Analysis, Collections, and Operations Strategy teams. You will leverage your background in Consulting or your leadership experience within a FinTech (preferably B2B-focused) to ensure operational efficiency, customer satisfaction, and scalable growth.

Your responsibilities will include :

• Define and implement operational strategies aligned with iwoca's mission and business objectives to continuously improve our operational efficiency.
• Lead, mentor, and develop high-performing teams across Customer Service, Credit Analysis, Collections, and Operations Strategy.
• Drive process improvements and ensure robust operational workflows that enhance efficiency and customer satisfaction.
• Analyze performance metrics across all operational areas and make informed decisions to optimize outcomes.
• Work cross-functionally with Product, Technology, and Risk teams to drive innovation and improve customer experiences.
• Ensure that all operational strategies prioritise customer needs and deliver a best-in-class service experience.
• Maintain adherence to regulatory requirements and manage operational risks effectively.
• Develop scalable systems and processes to support iwoca's growth and evolving customer needs.

The Team

Our teams go above and beyond to provide outstanding customer service and the best support along the customer journey, both for our partners like brokers and banks and for our customers. Our Operations teams include Customer Service, Credit Analysis, Collections and Operations Strategy with +40 highly motivated colleagues in total. You will be leading the whole customer experience from the first contact with our Account Managers, through the credit process with our Credit Analysts to our Collections Team, supporting customers with financial difficulties. expanding fast across our offices in London, Leeds and Frankfurt. With all this growth, we're looking for people who want to learn on the job and lead projects, knowing that your ideas will impact thousands of small businesses.

The requirements

We're looking for a highly motivated and experienced professional with the following qualifications :

• 7-10 years of professional experience, including at least 3 years in a management role within operations or customer service.
• Background in Strategy Consulting or prior leadership experience in operations within a FinTech (B2B focus preferred).
• Proven ability to lead, inspire, and develop diverse teams to deliver exceptional results.
• Excellent communication skills in German (C1 / C2 level) and English is a must.
• Strong analytical and problem-solving skills with experience in using data to drive decision-making.
• A deep understanding of customer needs and a commitment to delivering outstanding service.
• Ability to think strategically and implement operational strategies that drive growth and efficiency.
• Excellent stakeholder management skills to work effectively across functions.
• A track record of delivering measurable outcomes in a fast-paced, high-growth environment.

The offices

We put a lot of effort into making iwoca a brilliant place to work :

• Offices in London, Leeds, Berlin and Frankfurt with plenty of drinks and snacks
• Events and clubs, like bingo, comedy nights, yoga classes, football, etc.

The culture

At iwoca, we look to hire smart, passionate, humble individuals with a growth mindset. We prioritise a culture of learning, growth, and support, and invest in the professional development of our team members.

We value thought and skill diversity, and encourage you to explore new areas of interest to help us innovate and improve our products and services.

Our friendly and inclusive environment, combined with our flexible work policies, ensures that you'll have the perfect balance between work and life, empowering you to thrive both personally and professionally.

The benefits

• A smart, motivated and international team (we represent over 35 different nationalities)
• 26 days of vacation a year plus a free day for your birthday
• One-month fully paid sabbatical after 4 years
• Share options
• Mental health support via OpenUp
• iwoca takes over a ski chalet in winter so that you and your team can ski or snowboard (and work) for a week. During summer we are drawn to the sun.
• Access to the gym membership program, €25 pm for either Fit711 or Urban Sports Club
• Exclusive participation in the daily commute, €25 pm to the Deutschlandticket
• Our home is in a nice office in the heart of the big city. In Frankfurt in the beautiful Ostend, our London office is located centrally in Fitzrovia
• Company-wide training courses with internal and external speakers
• A paid volunteer day that gives you the opportunity to invest time to support a charity of your choice.
• iwocans' also benefit from fully stocked fridges in our offices with whatever is needed to strengthen them. There are snacks (both healthy and less healthy) for the whole day.