Job Description

Head of Operations

High-Growth Fintech | Scale-Up Environment | Sydney

An opportunity has emerged for an experienced operational leader to join one of Australia’s fastest-growing fintech businesses at a pivotal stage of growth.

Following the successful tenure of a highly regarded leader who is relocating internationally, the business is seeking a Head of Operations to build on a strong foundation and scale the function into its next phase.

This is not a turnaround role.
This is a scale mandate.

The business has already established strong customer advocacy, impressive growth momentum and a highly engaged team. The next phase is focused on creating operational leverage through smarter systems, automation, improved throughput, and continued enhancement of customer experience without relying on linear headcount growth.

Reporting into the executive leadership team, you will lead a team of approximately 40 employees across Credit, Customer Experience, Operations and Processing with four direct reports.

The Opportunity

You will play a critical role in shaping the operational maturity of the business by:

• Leading and mentoring leaders across Credit, CX, Processing and Operations
• Building scalable operational processes and workforce planning capability
• Driving automation initiatives to reduce manual intervention and improve turnaround times
• Improving operational efficiency and cost-to-serve while maintaining exceptional customer outcomes
• Partnering closely with Product and Engineering to prioritise operationally impactful initiatives
• Translating operational insights into product and process improvements
• Balancing customer empathy with strong credit and risk management disciplines
• Supporting continued growth across both B2C and B2B customer segments

Success Will Be Measured Across:

• Growth
• Supporting continued revenue and transaction expansion
• Driving efficiency
• Driving improvements across automation, utilisation, churn and operational performance
• Happiness
• Maintaining high team engagement, customer satisfaction and partner advocacy

About You

You are a commercially minded operational leader who thrives in fast-moving, founder-led environments.

You bring

• Deep expertise leading operational teams within fintech, SaaS, payments or similarly high-growth environments
• Experience leading medium-sized operational functions and developing high-performing leaders
• Strong commercial acumen with exposure to P&L ownership or operational cost management
• Demonstrated success improving operational scalability through systems, automation and process optimisation
• Experience working cross-functionally with Product and Technology teams
• A pragmatic, adaptable and hands-on leadership style
• A genuine passion for building strong cultures and high-performing teams

Why This Role?

• Join a genuinely mission-led, high-growth business
• Significant scope to influence operational strategy and scale
• Strong executive exposure and cross-functional impact
• High-performing, values-driven culture
• Opportunity to build meaningful operational leverage during a critical growth phase

If you're keen to explore this further, please apply online or call Michelle Rubinstein at The Onset on 0413 463 043.