Head, Strategy and Operations

**JOB DESCRIPTION

Head, Strategy & Operations (Financial Services)**

Role Overview

Our financial services client is searching for a Head of Strategy and Operations. The Head, Strategy & Operations is a senior leadership role responsible for driving organisational performance, operational excellence, cross-functional alignment, and strategic execution across all business units. The role ensures that the company's growth ambitions are translated into clear plans, efficient processes, measurable outcomes, and high-performing teams.

You will work directly with the Executive Leadership Team to shape the company's strategic direction, optimise operations end-to-end, strengthen business performance, and ensure consistent delivery of value across consumer, agent, distribution, and enterprise channels.

Key Responsibilities

1. Strategy Development & Execution

• Lead the development of annual and quarterly strategic plans across all business verticals.

• Translate business goals into actionable roadmaps, KPIs, scorecards, and operational dashboards.

• Drive alignment between business units to ensure cohesive execution of strategic priorities.

• Continuously analyse market trends, customer insights, regulatory developments, and competitive dynamics to inform strategy.

• Facilitate OKR cycles and performance reviews across all departments.

1. Business Operations & Performance Management

• Oversee daily operations to ensure efficiency, discipline, and measurable outcomes.

• Identify operational gaps, bottlenecks, and inefficiencies; develop and implement high-impact solutions.

• Build and optimise processes across credit operations, product, engineering, customer support, collections, sales, marketing, and finance.

• Implement strong governance systems, quality standards, and disciplined execution frameworks.

1. Cross-Functional Leadership

• Serve as a strategic partner to function leads (Product, Engineering, Credit, Risk, Marketing, Collections, Sales, Finance, HR).

• Ensure smooth coordination across teams to deliver on business goals.

• Lead and mentor a Strategy & Operations team, including business analysts, operations managers, and project managers.

• Drive organisational culture rooted in accountability, transparency, discipline, innovation, and customer-centricity.

1. Digital Transformation & Automation

• Collaborate with technology teams to deploy automated workflows, operational dashboards, and digital tools.

• Lead initiatives to digitise end-to-end customer journeys (e.g., onboarding, KYC, loan processing, collections, customer support).

• Work closely with product teams to ensure operational readiness and successful rollouts.

1. Financial & Commercial Oversight

• Collaborate with Finance and Business Unit Heads to track revenue, cost, and profitability metrics.

• Review and improve pricing models, unit economics, CAC/LTV, and cost optimisation strategies.

• Support the preparation of board reports, investor updates, and executive presentations.

1. Project Management & Change Leadership

• Lead major cross-company projects and strategic initiatives.

• Manage change programmes that improve performance, culture, and operational efficiency.

• Ensure disciplined project execution using proven methodologies (Agile, Lean, PMBOK, etc.).

Requirements

Education & Experience

• Bachelor's degree required; Master's degree or MBA preferred.

• 7–12 years experience in strategy, operations, management consulting, or leadership roles in fast-paced organisations.

• Experience in fintech, digital lending, financial services, consumer finance, telecoms, or B2C/B2B2C/agent networks is highly advantageous.

• Demonstrated success in building high-performing teams and delivering measurable business results.

Technical & Professional Skills

• Strong analytical and problem-solving ability.

• Expert-level understanding of business operations, process design, and performance management.

• Excellent knowledge of operational KPIs, financial modelling, and data-driven decision making.

• Exceptional communication and stakeholder management skills.

• Ability to lead complex projects and manage multiple cross-functional priorities.

• Familiarity with digital tools, automation, CRM/ERP systems, and process optimisation.

Leadership Competencies

• Strategic thinker with strong execution discipline.

• Inspiring leader who builds trust, accountability, and high performance.

• Entrepreneurial mindset with the ability to thrive in dynamic, fast-paced environments.

• Detail-oriented yet able to maintain a holistic, organisation-wide view.

• Strong sense of ownership, resilience, and adaptability.

What Success Looks Like

Within 12 months, success in this role will include:

• A functioning strategy execution framework used consistently across all departments.

• Improved turnaround times and operational efficiencies across major workflows.

• A performance-driven organisational culture with visible KPI improvements.

• Successful delivery of major digital and operational transformation initiatives.

• Growth in revenue, improved unit economics, and stronger organisational alignment.

To apply, please send your application to with your CV, a short note on why you're a good fit, notice period, salary expectations, and availability for interview.