Chief Operations Officer (Neo Bank)

Essential: 12+ years experience, at least 5 years in executive role and with credit card portfolio experience

CTI is seeking to appoint a COO for a scaling neo bank.

Responsibilities

• Implement, and enhance strategies and operations for collections through both in-house and outsourced teams.
• Utilise advanced fraud detection technologies and methodologies to combat application and transaction fraud.
• Oversee all operations related to omnichannel inbound customer support, establishing processes and KPIs.
• Financial Crime Ensure compliance with all regulatory requirements related to financial crime and maintain ongoing monitoring.
• Manage complaints, ensuring equitable resolution and adherence to regulatory standards.
• Provide transparent reporting to the CEO and board while proactively addressing operational incidents.
• Establish, monitor, and manage all necessary business processes to deliver a premier credit card operation.
• Manage change and technology transformation and oversee outsourced operational platforms.
• Adopt a hands‑on approach to building operations from the ground up, effectively balance strategic oversight with operational execution.

Requirements

• Proficient in establishing and managing both manual and automated processes to enhance operational efficiency.
• Possesses an engineering mindset, demonstrating the capability to approach challenges from foundational principles.
• Holds extensive knowledge and comprehension of operational risk and the associated regulatory frameworks.
• Proactive and hands‑on approach, willing to engage deeply with the intricacies of operations.
• Focused CX, with the ability to analyse how processes and systems impact customer outcomes.
• Strong leadership abilities, capable of identifying, attracting, inspiring, training, and retaining top talent.
• Optimising workflows to drive productivity and enhance service delivery.
• Implementing best practises in operational management to mitigate risks and ensure compliance.
• Continuous improvement, leveraging data‑driven insights to refine processes and enhance overall performance.