Head of Banking Partnerships & Operations, Cleo

• You have worked in partnerships, operations or with third party banking providers
• You have worked within a financial technology company and/or have experience in the financial technology sector, 8+ years experience
• You have led teams of 5+ people, and have experience managing across a horizontal business, and experience in leadership functions
• You have participated in a senior leadership function, helping drive strategy and making clear business decisions
• You can demonstrate a sharp analytical mind, and the ability to identify root-cause issues
• You have the ability to distill complex issues into structured frameworks and action plans, and communicate them clearly across company disciplines
• You’re good at working from 0-1 on problems and can share examples of teams or operational processes and systems that you have led from idea to execution

Desirable

• As the Head of Banking Partnerships and Operations (12 month FTC), you will be a crucial part of the team scaling Cleo. Your focus will be on operationalising our card, direct deposit, and savings programs, and all future banking-related products, working closely with external partners, as well as product, engineering and customer support teams
• This is a maternity cover and Fixed Term Contract for 12 months, reporting into the CFO
• Leading: You will be responsible for leading the team and 4 direct reports that support all the banking partners and their operations, including but not limited to, banking partner & processing relationship management, complaints, disputes, audits and more
• Credit Card and Banking Operational Excellence: You will oversee all of the normal operations behind banking products - audits, testing, quality assurance - working to elevate the visibility, performance, and importance of banking operations across the company and strengthening cross-functional relationships with product, engineering and more
• You will serve as a central hub of resource and knowledge around banking operations and responsible for securing resources to enable operations and product teams
• Partnerships: You will oversee the management of all the relationships with our external banking partners to serve complex financial products, overseeing the day-to-day management of tasks, issue escalation and fraud/compliance oversight
• Product Operations: You are the glue between product and Cleo’s external banking partners, not only will you ensure a seamless flow of information and delivery, you will also build processes to better enable collaboration between the two. You will oversee and help build out processes and success measures, and execute on initiatives to operationalize Cleo’s banking operations, improve our systems and hit OKRs
• Customer Experience Operations: You will oversee the handling of traditional credit operations including disputes, complaint management, credit reporting and other user-impacting issues to enhance the customer journey, working to streamline resolution processes, reduce friction, and use insights to improve service and product quality
• Financial Operations: You will lead the Head of Financial Operations, overseeing payment flows, troubleshooting, and reconciliation to ensure accuracy and efficiency. Ensuring focus on optimising financial operations and improving payment processes