Director of Operations, Limassol

Director of Operations (Maternity Cover)

Location: Limassol Cyprus
Reports to: VP Operations
Duration: Fixed-term (Maternity Cover)

Role Summary

Were seeking a hands-on Director of Operations to lead our global Operations (100 FTE across locations). The role owns end-to-end execution for client onboarding payments/cashiering (Money In/Money Out) account lifecycle partners/corporate operations and operational oversight of e-money activities. Youll convert policy into practical procedures lift performance through data and run multiple change initiatives in a dynamic multi-jurisdiction environment.

Key Responsibilities

• Lead day-to-day operations across onboarding cashiering account lifecycle partners/corporates and e-money operations; set clear goals and operating rhythms for managers and team leads.
  
  

• Provide clear direction to a manager-of-managers layer: set OKRs/KPIs establish cadences (daily/weekly/monthly) and ensure consistent execution quality across locations; coach managers/TLs on planning delegation and performance management.
  
  

• Create alignment and accountability: translate strategy into quarterly roadmaps assign owners/milestones review progress remove blockers and hold managers to outcomes (SLA/quality/cost).
  
  

• Own performance management and capacity planning: define KPIs/SLAs balance workloads manage backlogs/aging and run daily/weekly/monthly reviews driving corrective actions.
  
  

• Ensure operational applicability of policies and regulatory requirements by translating them into clear SOPs workflows checklists and controlswith consistent adoption and audit-readiness.
  
  

• Run multiple concurrent projects and enhancements; maintain roadmaps RAID logs critical paths and cross-functional dependencies to deliver outcomes on time and within constraints.
  
  

• Prioritize effectively: triage inbound requests (2nd line other domains and regions) perform impact assessments (client risk cost capacity) and sequence work for maximum ROI.
  
  

• Forward planning: build quarterly/annual capacity hiring and training plans; prepare readiness for policy/procedure or platform changes across regions.
  
  

• Partner tightly with AML Risk Compliance (2nd line) Product Finance and Customer Service to streamline interfaces reduce ad-hoc/uncoordinated tasks and drive multi-country policy/process/tooling rolloutsplan train go-live and confirm adoption.
  
  

• Strengthen tooling and reporting (e.g. Salesforce/Back Office Tableau Reporting): optimize queue design and routing enhance dashboards and automate controls to improve quality speed and cost.
  
  

• Lead incident response for onboarding/payments issues; run structured RCAs and implement preventive actions.
  
  

• Build capability and engagement: coach managers/TLs uplift frontline quality and improve retention in higher-attrition teams; deliver targeted training with HR/Training.
  
  

• Maintain accurate tested procedures and records; ensure effective governance timely updates and readiness for audits and regulatory reviews.
  
  

Requirements

• 10 years in operations within fintech/brokerage/crypto or similarly regulated environments including 5 years leading large cross-location teams (100 FTE) through managers/TLs.
  
  

• Demonstrated success leading leaders: builds a strong management bench sets clear direction establishes cadences/rituals and elevates manager effectiveness through coaching and feedback.
  
  

• Proven ability to drive alignment across multiple managers and sites: converts strategy into roadmaps with owners/milestones; enforces accountability to outcomes (SLA CSAT quality cost).
  
  

• Proven track record running complex operations spanning onboarding payments/cashiering (deposits/withdrawals ACATs coin transfers) account maintenance/closures partners/corporates.
  
  

• Strong program/change leadership: comfortable running multiple projects simultaneously; disciplined in roadmapping RAID dependency management and landing change at scale.
  
  

• Expert prioritization & impact assessment: converts unstructured demand into a sequenced backlog; quantifies client/risk/cost/capacity impact; communicates trade-offs clearly.
  
  

• Operational excellence toolkit (Lean/continuous improvement control checks root cause KPI frameworks); certification a plus.
  
  

• Analytical fluency: advanced Excel/Sheets; comfortable with BI/SQL to diagnose bottlenecks size benefits and track outcomes.
  
  

• Hands-on with Salesforce (or similar) for queue architecture workload balancing and SLA governance.
  
  

• Solid grounding in AML/Compliance principles sufficient to ensure procedural adherence.
  
  

• Thrives in a dynamic environment with shifting priorities; structured detail-oriented and decisive under pressure; excellent written and verbal communication.
  
  

• Bachelors degree required; advanced degree and/or relevant certifications preferred. High proficiency in English.
• Must have the right to work in the EU (no work visa requirements and be based in Cyprus.