Operations DirectorExpired

 Remote First – Ideally Edinburgh Based
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Zumo is accessible and useful to people everywhere.
We believe the benefits of crypto and blockchain are for everyone.
We seek to ensure our decisions and actions benefit people and the planet.

Remote First – Ideally Edinburgh Based

Salary: £60,000 – £100,000 depending on experience

About Zumo:

Zumo is the blockchain-powered finance platform that brings the benefits of blockchain and digital currencies to people and businesses everywhere. Driven by transparency, accessibility and financial inclusion, we’re on a mission to provide a new generation of smart money solutions for a new, decentralised economy – bringing financial wellness to people everywhere, not just the most tech savvy or financially literate. We’re growing super fast and building an incredible, diverse culture; we need people who share our values to join us on the journey and help us build a better financial future.


The Role

We’re looking for an Operations Director to oversee daily activities across customer support and onboarding and resourcing management for Zumo Financial Services, with the scope to expand into trading support, IT support and CX management.

Reporting to the MD, the Operations Director’s responsibilities will include overseeing customer service and onboarding functions, designing policies and procedures, and implementing digital first solutions to help Zumo Financial Services scale and expand geographically. You should be a responsible leader, comfortable operating in a dynamic environment, with an analytical and strategic mind, have a broad knowledge of business operations and an understanding of how various parts of the business work together. If you’re also committed to customer first thinking, innovation and compliance, we’d like to meet you.

Ultimately, you’ll ensure our operations run smoothly and that people are productive, delivering best in class customer support at scale.


What you’ll do

  • Work with the MD to design and grow a best-in-class operations team, capable of supporting ambitious growth plans
  • Formulate fit for purpose business strategy able to support an enterprising product roadmap and geographical expansion
  • Design processes and procedures that align with overall strategy
  • Review existing processes and standards and deliver improvements, continuously developing them as required
  • Oversee customer service and customer onboarding operations with a focus on high levels of customer satisfaction and retention as well as team engagement
  • Work with the compliance team to ensure compliance with local and international laws (e.g. data protection)
  • Manage the procurement and implementation processes of best-in-class, fit for purpose, self-service tech solutions throughout the organisation
  • Develop a fully automated reporting suite capable of measuring operational performance and establish corrective measures as needed
  • Manage contracts and relationships with customers, vendors, partners and other stakeholders
  • Evaluate operational risk, develop quality assurance frameworks and lead quality assurance efforts
  • Work with the CFO and Head of Finance on expenses and budgeting with a focus on optimising costs and benefits
  • Mentor and motivate teams to achieve productivity and engagement
  • Report on operational performance and suggest deliverable improvements

This role will have an initial project in addition to the above day-to-day responsibilities.


Initial Project

  • Work with the outgoing COO and Head of Compliance to implement new customer onboarding solution, establish onboarding team and embed new ways of working
  • Work with the MD and the wider team on the EU expansion project
  • Develop the first iteration of the Operations Dashboard with meaningful KPI’s, which can then be iterated for improvement, facilitating meaningful management decision making


What does the future hold (this list is not exhaustive)

  • Fully e-money regulated in the UK
  • Change of liquidity provider
  • Support launch of Zumo Gain (Yielding) and Zumo Trade (Custody) as well as an Over-the-Counter Service for High Net-Worth Individuals, requiring ability to support new products, customer types and segments
  • Launch in different regions with different time zones and requirements including policy, compliance, and reporting needs


What we’re looking for

  • Proven experience as Head of Operations, Operations Director, or similar leadership role, working with the most senior stakeholders in a business
  • Familiarity with all business functions, in particular customer support, customer onboarding, IT support and CX management
  • Experience with implementing IT systems
  • Knowledge of data analytics and reporting
  • Strong numeracy with experience of financial planning
  • Outstanding communication and negotiation skills
  • Excellent organisational and leadership ability
  • Problem-solving aptitude
  • Experience of working in a regulated business strongly desirable
  • Experience of scaling would be preferred
  • Fintech experience in a payments or crypto firm also desirable but not essential



Zumo’s internal mission is to create an environment where you can create the best work of your career. In order to do that, we offer:

  • A remote first hybrid work environment – Everyone does their best work in different environments. We operate as a remote first hybrid team, giving you the flexibility to work wherever suits you best.
  • Professional development – We focus on fostering a culture of learning, curiosity and ongoing professional development.
  • Pension – We give you flexibility to opt in to our voluntary company pension scheme.
  • Unlimited holiday – Having plentiful “off the grid” time is key to doing your best work. We offer flexible time off. Take time when you need it and receive a £500 bonus when you take five or more consecutive days off.

At Zumo, we believe in the strength that difference brings to our business, our culture, and our community. We value the opinions and experiences of all our colleagues and are proud to be an equal opportunity employer.


Our values:

Inclusion inspires

  • Zumo is accessible to everyone, everywhere
  • We believe that the benefits of crypto and blockchain are for everyone
  • Our decision-making is founded on the balance between people, profit and planet


Transparency wins

  • The technology that we build has usability and security at its core
  • We seek to make the complex simple
  • We don’t use jargon


Unshakable commitment 

  • We bring our A game to work every day
  • We believe that great productivity comes from a tranquil environment
  • We give feedback in a respectful way


Love the adventure

  • We don’t take the easy path unless it’s the right one
  • We’re constantly exploring to find the best way
  • We accept failure as part of the road to success


Towards a sustainable world

When it comes to crypto, we don’t believe progress should come at the cost of the environment. As the sector develops and matures at unparalleled pace, we have the perfect opportunity to ensure we develop products and behaviours that will help the future of the planet. And we believe we can play our part in demystifying the information surrounding digital assets and their impact on the climate, helping everyone to understand, assess and contribute to the decarbonisation of the industry. Find out more about our net zero strategy, partnerships, environmental pledge and work to decarbonise the sector on our webpage here.

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