Head of Operations/COO at Klasha

About the Role

As the Business Operations Lead at Klasha, you will be a driving force behind our daily operations, ensuring they run smoothly and efficiently. This role is dynamic and multifaceted, requiring a proactive approach to foster positive change across the organisation. You'll have the unique opportunity to take ownership of various aspects, wear multiple hats, and embrace a bias toward action, all while working on long-term strategic initiatives and immediate operational enhancements. You will most likely exhibit the ability to be a natural influencer and dot connector, capable of untangling and simplifying complex matters into actionable and defensible actions. 

Key Responsibilities:

• Process ownership: Take charge of end-to-end process ownership, ensuring operational efficiency and effectiveness across various departments and functions across the business.
• Function building: Establish and lead new functions within the organisation, fostering cross-functional collaboration and driving continuous improvement.
• New territory opening: Strategically identify and assess opportunities for expanding into new territories, overseeing market entry strategies, and executing expansion efforts.
• Partnerships: Cultivate strategic partnerships and alliances to support Klasha's growth and market penetration.
• Investor-facing elements: Act as a key point of contact for investors and lawyers, providing them with insightful operational updates and information.
• Operationalisation and automation: Lead initiatives to operationalise and automate workflows, reducing manual effort and enhancing productivity.
• OKR and KPI cascading: Develop and implement an OKR framework and ensure it is cascaded throughout the organisation, setting clear objectives and key results for each team and individual.
• Robust reporting: Build robust reporting processes, leveraging data analytics tools and methodologies, to provide real-time insights into team performance and KPI tracking.
• Strategic planning: Contribute to the development of strategic plans and objectives, aligning them with the company's mission and vision.
• Cross-functional collaboration: Collaborate closely with cross-functional teams, including product development, sales, marketing, and customer success, to identify operational needs and opportunities for improvement.
• Data analysis: Utilise data analysis techniques to extract insights, identify areas for enhancement, and make data-driven decisions.
• Team leadership: Build and lead a high-performing operations team, providing guidance, mentorship, and training to team members.
• Budgeting and finance: Looking at the company’s P&L alongside the finance and c-suite, optimising opex, making recommendations where needed and analysis MoM spend to optimise for growth.
• Stakeholder management: Act as the point of contact for banks, lawyers and government bodies and set up strategic partnerships with these bodies as required.
• Reconciliation and payment operations: lead a team tasked with reconciling, implement processes 

Reportees:

• Reconciliation and payment operations team
• Talent team
• Customer care team
• Legal and compliance team

Qualifications:

• 5+ years of experience in a senior operations leadership role, preferably within the technology or fintech industry.
• Proven track record of successfully building and scaling operations, including process optimisation and automation.
• Strong analytical skills, with the ability to process complex data and draw meaningful conclusions.
• Exceptional leadership and team management capabilities.
• Outstanding communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
• Strategic mindset, with the ability to align operational efforts with broader organisational goals.
• Bachelor's degree in a relevant field; advanced degree preferred.
• Must be an excel and metabase whiz