Position Overview

We are seeking an experienced Chief Operating Officer (COO) to oversee operational performance, strengthen internal processes, and support the sustainable growth of a fintech organisation operating in Estonia. This executive position is suited to a results-driven professional with a strong understanding of financial services operations, digital payment systems, technology-enabled business models, and organisational management.

The COO will translate strategic objectives into practical operational plans, ensuring that business functions work efficiently, performance targets are achieved, and resources are allocated effectively. Working closely with the CEO and senior leadership team, the successful candidate will establish operational priorities, improve service delivery, and build scalable processes that support the organisation’s commercial and technological ambitions.

The ideal candidate combines analytical thinking with strong execution skills and understands how operational excellence, effective risk controls, and cross-functional collaboration contribute to business performance in a regulated financial services environment.

Key Responsibilities

1. Operational Strategy and Execution

• Develop and implement operational plans aligned with the organisation’s strategic objectives and annual business targets.
• Establish clear operating procedures, service standards, performance indicators, and accountability frameworks across business functions.
• Identify operational inefficiencies and implement improvements that enhance productivity, reliability, and cost effectiveness.
• Translate executive decisions into actionable plans with defined milestones, ownership, and measurable outcomes.

2. Business Process Improvement

• Review existing workflows and introduce standardised procedures to improve consistency, accuracy, and turnaround times.
• Lead process optimisation and automation initiatives across relevant operational functions.
• Monitor service delivery, investigate recurring operational issues, and implement sustainable corrective measures.
• Ensure internal documentation, operating procedures, and reporting practices remain accurate and fit for purpose.

3. Financial and Resource Management

• Collaborate with finance leadership on operational budgets, cost control, resource planning, and expenditure monitoring.
• Evaluate operational costs and identify opportunities to improve efficiency without compromising service quality or risk controls.
• Support forecasting, capacity planning, and investment decisions through reliable operational data.
• Monitor key performance indicators and provide regular reports to the CEO and board, as appropriate.

4. Fintech Operations and Service Delivery

• Oversee relevant operational activities supporting digital payments, financial platforms, customer onboarding, transaction processing, and service management.
• Coordinate with technology teams to maintain operational readiness, system reliability, and effective incident management.
• Establish procedures for resolving payment exceptions, service disruptions, reconciliation issues, and customer-impacting incidents.
• Ensure operational processes can accommodate business growth, increased transaction volumes, and changing customer requirements.

5. Risk Management and Regulatory Coordination

• Work with compliance, legal, information security, and risk teams to maintain appropriate operational controls.
• Support the implementation of internal policies, audit recommendations, business continuity arrangements, and incident response procedures.
• Monitor operational risks and ensure material issues are escalated promptly to the appropriate executives.
• Help maintain operational processes consistent with applicable Estonian and European Union requirements.

6. Cross-Functional Leadership

• Coordinate activities across operations, technology, finance, customer service, compliance, and business development.
• Establish effective communication channels and ensure that operational dependencies are managed proactively.
• Support recruitment, employee development, workforce planning, and performance management within the COO’s remit.
• Build a culture of ownership, continuous improvement, transparency, and measurable performance.

7. Reporting and Continuous Improvement

• Develop operational dashboards and management reports covering productivity, service quality, costs, incidents, and delivery performance.
• Present operational assessments and recommendations to the CEO and senior leadership team.
• Lead periodic reviews of business processes and track the effectiveness of improvement initiatives.
• Ensure operational decisions are supported by reliable data, documented procedures, and clear performance objectives.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Operations Management, Finance, Economics, Information Systems, or a related field.
• A postgraduate qualification or professional certification in operations, project management, risk management, or business leadership is an advantage.
• Significant experience in operations leadership, business process management, or senior operational management, preferably within fintech, payments, banking, or financial technology.
• Demonstrated success in improving operational efficiency, implementing scalable processes, and managing cross-functional initiatives.
• Practical understanding of digital financial services, payment operations, transaction workflows, and technology-dependent service delivery.
• Experience with operational budgeting, resource allocation, KPI development, and performance reporting.
• Familiarity with internal controls, operational risk management, business continuity, and regulated business environments.
• Strong leadership, stakeholder management, problem-solving, and decision-making capabilities.
• Excellent written and verbal communication skills in English. Estonian language proficiency is an advantage where required by business operations.

Core Competencies

• Operational planning and execution
• Process optimisation and business transformation
• Financial and resource management
• Data-driven decision-making
• Cross-functional leadership
• Operational risk and control management
• Technology-enabled service delivery
• Performance measurement and reporting
• Change management and organisational development

Key Performance Indicators

Performance will be assessed against agreed business objectives, including:

• Improvements in operational efficiency and productivity.
• Reduction in avoidable operating costs and recurring process errors.
• Achievement of service-level agreements and operational delivery targets.
• Reliability of transaction processing and resolution of operational exceptions.
• Timely implementation of process improvements and strategic initiatives.
• Quality of management reporting and effectiveness of risk-control measures.
• Employee performance, cross-functional coordination, and readiness for business growth.

First-Year Objectives

Within the first 12 months, the COO is expected to complete an operational assessment, establish baseline performance measures, prioritise key process improvements, strengthen management reporting, and implement a structured operational improvement roadmap. The successful candidate will also help ensure that systems, processes, and teams are prepared to support the organisation’s growth while maintaining appropriate controls and service standards.

Why This Opportunity

This position offers the opportunity to influence how a fintech organisation operates, scales, and delivers value to its customers. The COO will work closely with executive leadership to improve operating discipline, strengthen collaboration between business and technology teams, and establish processes capable of supporting sustainable growth in Estonia and the wider European market.

The role is particularly suitable for an operational leader who enjoys solving complex business problems, building efficient systems, and turning strategic priorities into reliable day-to-day execution.

Ideal Candidate

The ideal candidate is a structured, commercially aware, and execution-focused leader who understands that strong operations are essential to customer trust and business success. They can identify inefficiencies, manage competing priorities, lead multidisciplinary teams, and introduce practical improvements without creating unnecessary complexity. They combine a hands-on approach to problem-solving with the judgement required to oversee operations at executive level.

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