head of operations in fintech payments

HAPIC LTD is licensed as an Electronic Money Institution (EMI) by the Central Bank of Cyprus. It creates global digital settlement services and develops payment products for small and medium-sized enterprises in the European Union, serving retail and corporate clients across Cyprus and the EU.

• Lead and continuously improve day-to-day operations, including safeguarding and settlement of client funds, while ensuring efficiency, reliability, scalability, and regulatory compliance
• Develop, implement, and maintain operational policies, procedures, internal controls, and workflows in line with EMI regulatory requirements
• Oversee payment operations, including SEPA and/or SWIFT transfers, settlements, reconciliations, payment investigations, refunds, and transaction-related processes
• Implement safeguarding arrangements, including reconciliation processes, monitoring client funds, and resolving discrepancies promptly
• Initiate and manage operational relationships with banking partners, payment service providers, card schemes, processors, and other external service providers
• Establish and monitor SLAs, operational KPIs, and service quality standards
• Identify, assess, and mitigate operational risks, and maintain appropriate controls, incident management, and escalation procedures
• Ensure operational processes comply with Central Bank of Cyprus requirements, EU payment services regulations, and internal governance policies
• Coordinate with Compliance, AML, Risk Management, Finance, IT, and Product teams
• Oversee customer operations, including payment investigations, transaction-related inquiries, operational complaints, and issue resolution
• Participate in integration with and ongoing operations within the Electronic Clearing System (EKS) operated by the Bank of Latvia, including coordination with the Bank of Latvia, payment processing and settlement procedures, operational testing, and compliance with EKS rules and requirements
• Coordinate implementation and ongoing improvement of business continuity, disaster recovery, and operational resilience arrangements, including DORA requirements
• Oversee operational aspects of outsourcing arrangements and monitor third-party service provider performance and risks
• Support operational implementation and launch of new payment products, services, banking integrations, and business initiatives
• Develop and maintain operational reporting on performance, incidents, risks, and improvement initiatives for C-level executives and founders
• Lead and develop the Operations and Settlements team, setting clear responsibilities, managing performance, and providing appropriate training
• Drive automation, process optimisation, and operational improvements to enhance service quality, reduce costs, and support business growth
• Support regulatory inspections, internal and external audits, and preparation of operational information required by the Central Bank of Cyprus
• Take full ownership of operational performance and ensure infrastructure, processes, and resources are prepared for business growth and increasing transaction volumes
• Perform other duties and assignments customary and appropriate for the role

• At least 5 years of operations experience in fintech, payments, banking, or an EMI, including managerial or leadership experience
• Proven experience managing payment operations, settlements, reconciliations, and operational processes within a regulated financial institution
• Strong understanding of SEPA payments, payment processing, banking infrastructure, and electronic money services
• Good knowledge of the EU financial-services regulatory environment, including PSD2, safeguarding requirements, CBC regulations, and applicable DORA requirements
• Practical experience establishing and improving operational procedures, internal controls, and risk management processes
• Experience with banking partners, payment service providers, payment processors, and other financial infrastructure providers
• Strong understanding of operational risk, incident management, business continuity, and third-party service provider oversight
• Ability to develop scalable operational processes, optimise workflows, and implement automation initiatives
• Strong analytical and problem-solving skills, including experience using operational KPIs, performance metrics, and reporting to drive improvements
• Ability to work effectively with Compliance, AML, Risk, Finance, IT, Product, and other cross-functional teams
• Strong leadership and people management skills, with the ability to build, motivate, and develop operational teams
• High level of responsibility, attention to detail, and ability to manage complex operational activities in a regulated environment
• Strong ownership mindset, ability to work independently in a fast-paced environment, and effective communication with senior management
• Excellent written and spoken English

• Competitive salary aligned with experience and performance
• Paid lunch
• 21 Calendar days of paid vacation per year
• Work visa registration
• Opportunity to work in a licensed, fast-growing fintech company and directly impact operations, processes, and client satisfaction