Head of Operations at Fido

• As Head of Operations, you will oversee and optimize Fido's day-to-day operations while driving strategic initiatives that improve customer experience, operational efficiency, and business growth. You will work closely with cross-functional teams to ensure operational excellence, customer-centric delivery, and readiness for scale.

• Identify, implement, and automate tools, systems, and processes to increase efficiency, reduce costs, and enable scalability with a hands-on approach to execution and iteration.
• Drive continuous process and system improvement, leveraging data and technology to streamline workflows and eliminate inefficiencies through direct collaboration with teams and real-time problem solving.
• Lead initiatives to embed AI and intelligent automation across Operations, Customer Experience, and Collections to enhance service quality, reduce manual intervention, and improve decision accuracy from concept to pilot to scale.
• Manage relationships with key technical service providers and vendors critical to operational delivery, compliance, and service quality.
• Ensure operations comply with regulatory requirements and internal policies, partnering with Legal and Compliance to mitigate risk and uphold standards across Fido's operations.
• Oversee operational readiness and execution for product launches, providing strategic input to influence product design and implementation.
• Oversee IT operations and asset management within the operations function, ensuring infrastructure, devices, and systems meet business needs.
• Collaborate with Product, CX, and Collections teams to co-create efficient, technology-enabled customer journeys that drive satisfaction and outcomes.
• Manage the Operations budget, ensuring efficient resource use while maintaining high service standards.
• Build and manage high-performing operational teams, fostering a culture of innovation, accountability, and continuous improvement through close mentorship, coaching, and day-to-day engagement.

• Accomplished operations leader with a strong foundation in automation, information systems management, process optimization, and digital transformation with a bias toward hands-on execution.
• Proven ability to inspire, lead, and scale high-performing cross-functional teams in fast-paced, high-growth environments while remaining deeply involved in operational delivery.
• Hands-on and agile, able to shift between strategic leadership and problem-solving to deliver results quickly across Fido's operations.
• Skilled at collaborating with product and technology teams to leverage AI, data, and digital tools for innovation, efficiency, and service excellence.
• Experienced in managing technical services and vendors, including performance, contracts, compliance, and strategic tooling.
• Experienced in overseeing IT systems, workflow automation, and IT assets.
• Data-driven decision-maker, adept at translating insights into actionable strategies.
• Highly analytical and detail-oriented, with a systems-thinking approach and strong sense of ownership.
• Experience collaborating across markets in fintech, telecommunications, digital services, or tech-led organizations is a plus.
• Bachelor's degree required; degree in Management Information Systems (MIS) or an MBA is a plus.

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