General Manager of Customer Operations

We 💛 small business

We founded Holvi in 2011, in Helsinki. As self-employed people wading through oceans of paperwork, we noticed something funny going on – traditional banks were giving us the cold shoulder. Why not help ourselves? We asked. And so, with time and effort (and lots of coffee), we mastered small business finance – and Holvi was born.

Our vision is simple: Eliminate the distractions of financial admin and simplify work life, because running a business is hard enough. Small businesses shouldn’t have to worry about spreadsheets and lost receipts.

Since our inception as a pioneering fintech, we've experienced our fair share of challenges and growth. We explored different paths, and from those experiences, we've evolved. Today, we stand as a team-owned and profitable company, proud of our journey.

Right now, we’re looking for a General Manager of Customer Operations to join our team in Helsinki or Berlin. If you want to help us make self-employment a little easier, Holvi is for you.

General Manager of Customer Operations at Holvi

The General Manager of Customer Operations is a key member of the senior management team at Holvi, responsible for leading both the area of daily operations and technical development related to Customer Lifecycle Management. This includes back-office operations for customer onboarding (Know Your Business and Know Your Customer processes), managing ongoing customer relationships (Customer Due Diligence, Monitoring, Third Party Requests), and handling customer offboarding. The primary objective of this role is to ensure efficient, scalable, and cost-effective operations, all while prioritizing commercial considerations and maintaining a strong focus on customer and employee experiences.

A typical day could see you:

• Leading your area by establishing direction and priorities aligned with company goals and objectives together with your stakeholders
• Utilizing your skills and expertise to lead the technical development, including automations, tools, and processes that enhance scalability, efficiency, and commercial effectiveness in operations
• Guiding and mentoring team leads and senior team members in your area to develop processes, tools, automation, best practices, and effective team management strategies for daily operations
• Supporting your team leads in HR-related areas, including team members' personal development, performance management, and all aspects related to the annual HR cycle at Holvi
• Ensuring high standards in customer service with a strong business mindset, and motivating teams to go the extra mile in keeping customers happy and minimizing churn
• Monitoring and analyzing staff and vendor costs, including expenses associated with customer onboarding, maintenance, monitoring, and offboarding. Conducting benchmarking activities to identify and engage with optimal vendors for cost efficiency and effectiveness
• Ensuring comprehensive resource planning for your entire department by monitoring current status and forecasting future needs, including optimizing efficiency and case handling times
• Providing expertise, insights, and best practices for quarterly and annual planning within your domain to contribute strategically to budgeting, roadmap development, and overall company-level planning alongside the senior management team

Requirements

This is for you if you:

• Have +5 years of experience in senior-level management of customer operations in the fintech / banking field
• Have extensive knowledge of operational processes related to concepts such as KYC (Know Your Customer), KYB (Know Your Business), CDD (Customer Due Diligence), data management, and handling third-party requests for example from authorities and financial institutions
• Have a customer-centric approach coupled with a strong business mindset
• Have proven experience in scaling operations effectively and developing well-functioning, cost-efficient operational frameworks
• Have excellent leadership, collaboration and team working skills
• Have a strong hands-on approach and can do attitude

It's a plus if you:

• Are fluent in German or Finnish in addition to English
• Have experience from the fintech field in Germany
• Have experience from a hybrid-work set-up, having team members in multiple locations

Benefits

You'll get:

• Employee stock options – Opportunity for equity in Holvi
• Flexible working – Flexible working hours and possibilities for remote working
• Comprehensive occupational healthcare
• Monthly benefit budget that can be used in multiple ways
• Work nice balance – Weekly exercise hour, bi-weekly breakfasts, bi-annual team weeks and more
• The chance to shape this role around what's good for you and Holvi

Logistics

• This is a full-time position in our senior management team reporting to the CEO
• You’ll be based in our sleek new offices in Helsinki or Berlin
• The role includes traveling up to 12 weeks / year

Equal Opportunity Statement

At Holvi, we embrace diversity in all of its forms and foster an inclusive environment for all people to live their best work life. This is central to our mission of promoting a healthy balance in all things we do.We're an equal opportunity employer. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.