Head of Customer Operations

About Us: At IPF Digital, we're building a better world through financial inclusion. IPF Digital is a global financial services provider on a mission to build a better world through financial inclusion. We deliver innovative, customer-focused digital lending solutions.

We're seeking an experienced and driven Head of Customer Operations to lead our customer service delivery for IPF Digital Australia. Based in Estonia, the senior leadership role will set the strategic direction for operations, manage functional leads, and work cross-functionally to deliver seamless and compliant digital customer journeys.

• Strategic & Operational Leadership: Set and deliver customer operations strategy aligned to business goals and regulations; Lead and inspire leads to meet KPIs in service quality, compliance, efficiency, and customer satisfaction; Evolve the operating model to support growth through automation and structure;
• Team &Culture Development: Build a high-performance, service-driven culture focused on engagement and accountability; Develop leadership capabilities and ensure strong succession planning; Promote a values-led, customer-first mindset across all teams;
• Customer Experience & Operational Excellence: Own end-to-end service delivery across support, loans, payments, and customer care; Optimise customer journeys for efficient, consistent, and empathetic service; Drive quality and compliance through training and first-contact resolution;
• Process, Systems & Innovation: Identify inefficiencies and drive improvements with systems and automation; Lead smooth implementation of new tools and processes; Foster continuous improvement using data and customer feedback;
• Compliance, Risk & Governance: Ensure full compliance with all regulatory standards and laws; Own risk controls, reporting, and incident management operations; Partner with audit and compliance to maintain strong governance;
• Cross-Functional Leadership & Stakeholder Management: Collaborate across teams to align operations with strategic goals; Represent operations in leadership, regulatory, and partner discussions; Support broader commercial and customer strategy at the country level.

• The work requires working during night hours;
• 40 hours a week;

• A degree in Business Management, Business Administration or a related field is preferable but not essential;
• Strong understanding of customer operations within digital lending, fintech, or financial services;
• 5 years in a senior customer operations leadership role, ideally within a digital lending, fintech, or consumer credit environment;
• Experience managing large frontline teams (50 FTEs);
• Demonstrated experience in operational planning, regulatory compliance, and operational KPIs;
• Familiarity with Australian regulatory and compliance frameworks is a plus;
• Insight into operational risk management, audit frameworks, and customer protection standards.

• Willingness to travel internationally as needed for business operations (occasional throughout the year for meetings);
• This role will be required to work night shifts / early mornings as the team supports customers in Australia;
• Estonian is desirable and English is essential.
• Have a work permit or the opportunity to work in Estonia.

• Competitive salary and annual bonus;
• Wide benefits package;
• Opportunity to work in a dynamic and fast-paced environment;
• Chance to make a real impact on the growth and success of the company.

Please note that a background check will be conducted as part of the recruitment process.

Here's how our team describes our culture:
"The culture at IPFD is driven by our shared values. People are put first; we accept differences and encourage individuality. Due to our flat business structure, we enjoy collaborating. Although recognition is highly valued, failure is also accepted. Enjoying some good times together is also highly encouraged"

Sounds good? :) Then, please apply, and let's meet up :)