Chief Operating Officer

The Chief Operating Officer (COO) at Bright Money will play a senior role in owning the company's day-to-day operations, ensuring alignment with the strategic goals, and driving operational efficiency. The COO will have ownership of customer success, operations, compliance operations and app performance functions at Bright. The COO will work directly with the CEO and the executive team to ensure a controlled and healthy scale-up of Customerduct and the business model.
The core responsibilities for the job include the following:
Operational Leadership:
Own the operations, systems and people for the operations, customer success, compliance operations and app performance teams.
Ensure operational excellence and efficiency, with a focus on continuous improvement.
Develop and implement operational policies and procedures.
Forward Planning:
Collaborate with the CEO and executive team to define and implement the company's forward plans.
Translate product goals into actionable operational plans.
Monitor industry trends for operations and apply learnings to ensure competitiveness and growth.
Team Management:
Lead, mentor, and develop team members, including VP, Director and Senior Manager levels: span of control of 6-8 team members.
Foster a culture of high performance and continuous improvement.
Ensure effective executive communication across departments and with the executive team.
Customer Focus:
Enhance customer satisfaction metrics through efficient service and operations delivery.
Tracks customer feedback mechanisms to drive fixes and improvements in products and services.
Technology and Innovation:
Leverage AI and automation tools to streamline operations and improve service delivery.
Promote innovation and the adoption of new AI technologies within the functions.
Risk Management:
Proactively identify and mitigate operational risks.
Develop and enforce robust risk management policies and procedures. The ideal candidate profile will be the following:
Requirements:
Bachelor's degree in business administration, finance, or a related field (MBA preferred).
Minimum of 10 years of experience in operational leadership roles, preferably in the fintech or financial services industry.
Proven track record of managing large-scale operations and delivering results.
Strong leadership experience in fast-paced, high-growth technology startups; fintech experience is a big plus.
Strong understanding of financial management, including budgeting, forecasting, and financial analysis.
The ideal candidate is ex-financial services medium-sized company ($25M-$100M revenue) or from a growth-stage tech company.
Mindset and Operating DNA:
Demonstrated ability to develop and implement strategic plans that align with company goals and objectives.
Proficient in analysing complex problems and synthesising data to make informed, data-driven decisions in a rapidly evolving environment.
Skilled in building and maintaining strong relationships with a diverse range of stakeholders, including team members, executives, customers, and partners.
Proficient in fostering collaboration and teamwork across cross-functional teams, ensuring alignment and shared goals.

Experience
11-15 yrs