Position Overview

We are seeking a capable and commercially minded General Manager to oversee day-to-day business operations, coordinate departmental activities, and support the continued growth of a fintech organisation in Estonia. The successful candidate will bring strong business management skills, operational discipline, and a practical understanding of financial technology and digital financial services.

The General Manager will be responsible for translating business objectives into operational priorities, ensuring that teams deliver against agreed targets, and maintaining effective coordination across operations, customer service, finance, technology, and business development. Working closely with executive leadership, the role will help improve productivity, strengthen internal processes, and ensure that the organisation maintains high standards of service quality and professional accountability.

This opportunity is suited to an experienced manager who can balance commercial performance with efficient resource utilisation, customer satisfaction, and sound operational controls. The ideal candidate will be comfortable making decisions, solving business problems, and guiding teams through changing priorities in a competitive and technology-driven market.

Key Responsibilities

1. Business Operations and Management

• Oversee daily business activities to ensure efficient workflows, consistent service delivery, and alignment with organisational objectives.
• Translate management priorities into practical departmental plans, operational schedules, and measurable performance targets.
• Monitor business activities, identify operational gaps, and implement corrective actions to improve overall performance.
• Ensure that internal procedures are followed consistently and that responsibilities are clearly assigned across relevant teams.
• Coordinate the implementation of new processes, operational initiatives, and business improvement projects.

2. Team Coordination and Performance

• Coordinate departmental activities and maintain effective communication between operations, finance, technology, customer support, and commercial teams.
• Set performance expectations, monitor progress, and provide constructive feedback to employees and team leaders.
• Support recruitment, onboarding, employee development, and workforce planning in collaboration with the relevant HR function.
• Promote a professional working environment built on accountability, collaboration, and continuous improvement.
• Address operational challenges promptly and escalate significant business risks or resource constraints when necessary.

3. Financial and Commercial Performance

• Support the preparation and monitoring of departmental budgets, operating expenses, and resource requirements.
• Review business performance reports and identify opportunities to improve revenue generation, productivity, and cost efficiency.
• Monitor agreed commercial indicators, including customer retention, service performance, operating costs, and achievement of business targets.
• Assist executive leadership with business planning, forecasting, and the evaluation of new commercial opportunities.
• Ensure that operational and purchasing decisions follow approved budgets and internal authorisation procedures.

4. Customer Experience and Service Quality

• Ensure that customer-facing teams deliver responsive, accurate, and professional support.
• Monitor customer feedback, complaints, service turnaround times, and recurring issues to identify opportunities for improvement.
• Coordinate with relevant teams to resolve service delivery problems and minimise disruption to customers.
• Establish practical procedures for handling customer escalations and maintaining consistent service standards.
• Support initiatives that improve customer onboarding, retention, and the overall user experience of fintech products and services.

5. Process Improvement and Operational Control

• Review existing workflows and recommend changes that reduce duplication, delays, and avoidable errors.
• Introduce appropriate reporting procedures, operational checklists, and performance-monitoring practices.
• Ensure that business records, internal documentation, and operational reports are accurate and maintained appropriately.
• Work with technology teams to identify opportunities for automation and more efficient use of business systems.
• Support business continuity planning, incident reporting, and the implementation of agreed operational controls.

6. Compliance and Risk Awareness

• Ensure that day-to-day business activities follow internal policies and established procedures.
• Coordinate with compliance, legal, and risk specialists to address relevant regulatory and operational requirements.
• Support the timely resolution of audit findings, control weaknesses, and documented process deficiencies.
• Escalate suspected policy breaches, significant operational incidents, and material business risks through the appropriate channels.
• Promote responsible handling of customer information and adherence to applicable data protection requirements.

7. Business Development and Reporting

• Identify opportunities to strengthen existing services, improve customer engagement, and expand commercial relationships.
• Support the implementation of business development initiatives and monitor progress against agreed objectives.
• Prepare regular management reports covering operational performance, financial indicators, customer service, and team productivity.
• Provide practical recommendations to executive leadership based on business data, employee feedback, and market developments.
• Contribute to annual planning and the development of operational priorities that support sustainable business growth.

Qualifications and Experience

• Bachelor’s degree in Business Administration, Management, Finance, Economics, or a related discipline.
• Additional qualifications in business management, project management, or operations are advantageous.
• Several years of progressive experience in business management, operations, or departmental leadership, preferably within fintech, financial services, digital payments, or technology-enabled businesses.
• Demonstrated ability to coordinate multiple business functions and deliver measurable operational improvements.
• Experience managing budgets, reviewing performance reports, allocating resources, and supporting commercial objectives.
• Strong understanding of customer service management, process improvement, and internal operational controls.
• Familiarity with digital financial products, payment services, or financial technology platforms is beneficial.
• Excellent organisational, analytical, negotiation, and problem-solving skills.
• Strong written and verbal communication skills in English. Estonian language proficiency is an advantage, depending on the organisation’s customer base and operating requirements.

Core Competencies

• Business and operational management
• Commercial awareness and financial discipline
• Team leadership and employee development
• Customer relationship and service quality management
• Process improvement and workflow optimisation
• Performance monitoring and management reporting
• Risk awareness and procedural compliance
• Strategic planning and practical execution
• Decision-making and stakeholder communication

Performance Expectations

The General Manager will be expected to maintain efficient daily operations, achieve agreed departmental and business targets, improve coordination between teams, and identify opportunities for cost control and service enhancement.

Performance will be evaluated using measurable indicators such as operational productivity, budget adherence, customer satisfaction, issue-resolution times, employee performance, process improvement outcomes, and the successful delivery of agreed business initiatives.

First-Year Objectives

During the first 12 months, the successful candidate should develop a clear understanding of the organisation’s operations, establish reliable performance-monitoring practices, and implement prioritised improvements to workflows and departmental coordination. Additional objectives will include strengthening customer service standards, improving management reporting, supporting commercial growth, and ensuring that operational processes remain scalable as the business develops.

Why This Opportunity

This role offers the opportunity to play a central part in the development of a fintech business operating in Estonia. The General Manager will have meaningful responsibility for operational execution, team performance, customer experience, and commercial delivery while working with executive leadership to turn business priorities into tangible results.

It is an excellent opportunity for a professional who enjoys building efficient teams, improving business processes, and contributing directly to organisational performance in a technology-driven financial services environment.

Ideal Candidate

The ideal candidate is a dependable, proactive, and performance-oriented manager who combines sound business judgement with strong organisational skills. They can manage competing priorities, motivate employees, communicate effectively across departments, and identify practical solutions to operational challenges. They are equally comfortable reviewing performance data, resolving day-to-day issues, and implementing improvements that strengthen efficiency, customer trust, and long-term business performance.

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