Senior Operations Strategy Manager

Description

Job Summary: We are seeking a Senior Operations Strategy Manager to lead the strategic evolution of the Control Room, ensuring operational stability, scalability, and performance, with conversational English fluency. Key Highlights: 1. Leads the strategic evolution of the Control Room. 2. Responsible for operational KPIs and process governance. 3. Drives inclusion, simplicity, trust, and security in financial services. At **Plata**, we are building Mexico’s next major digital financial services institution. We are a technology and financial services company founded in 2022 by executives and investors who have created some of the most innovative digital banking solutions globally. Our goal is to become Mexico’s first-choice financial services provider, advancing inclusion, simplicity, convenience, trust, and security. Today, we seek a **Senior Operations Strategy Manager** to lead the strategic evolution of our Control Room. **Conversational English proficiency is mandatory.** **Position Objective** Ensure operational stability, scalability, and performance of the Control Room, being accountable for operational KPIs, resource prioritization, process governance, and cross-functional execution. This role is accountable for monthly service levels, operational risk control, and continuous improvement across multiple operational fronts. **Main Responsibilities** **Operational Ownership** * Own operational KPIs: SLA, backlog, rework, error rate, productivity, turnaround time. * Ensure achievement of monthly team- and shift-level objectives. * Identify capacity gaps and strategically reallocate resources. * Manage trade-offs among speed, quality, and risk. **Risk & Governance** * Ensure compliance with approved processes, regulatory requirements, and internal controls. * Monitor and mitigate operational risks impacting service or regulatory exposure. * Escalate structural risks and propose mitigation plans. * Standardize documentation frameworks and process governance. **Process & Efficiency** * Lead initiatives to reduce manual effort, increase automation, and improve cost efficiency. * Analyze productivity and operational cost drivers. * Drive structural improvements with measurable impact on quality and TAT. **Cross-Functional Leadership** * Serve as the operational owner interfacing with Product, Compliance, Risk, and Technology. * Translate regulatory and product requirements into executable plans. * Ensure operational readiness for launches and structural changes. **Team & Organizational Development** * Lead operational leads or senior specialists (indirect span of 20+ FTE preferred). * Participate in hiring decisions and organizational design. * Develop internal capabilities and a high-performance culture. **Job Profile/Experience** * 6+ years in operations, process management, or operational excellence. * Experience leading operational teams or leads. * Management of multiple streams/shifts. * Experience in regulated, high-volume environments. **Leadership** * Management of indirect teams (20+ FTE preferred). * Capacity management and prioritization. * Decision-making with cost impact. **Technical Skills** * Strong ownership of operational KPIs (SLA, productivity, quality, cost). * Advanced process governance and documentation. * Data-driven mindset. * Advanced Excel / Google Sheets. * Structural analysis and continuous improvement capability. **Soft Skills** * Strong ownership of monthly outcomes. * Structured decision-making under ambiguity. * High influence with stakeholders. * Balance among risk, cost, and service level. **Nice to Have** * Experience in fintech, banking, or regulated industries. * Direct work with Compliance. * SQL and dashboard experience. * Leadership in operational launches or structural changes. **What We Offer** * Monthly base salary: **$71,000 MXN** * 20 vacation days * Major medical expense insurance * Life insurance * Statutory benefits * Wellness Bonus: $10,000 * Education Bonus: $10,000 * A real opportunity to shape the operational architecture of a growing fintech \#Lead Salary: $71,000.00 per month Benefits: * Gym discount * Company parking * Option for indefinite-term contract * Major medical expense insurance * Additional vacation days or paid leave Language: * Conversational English (Mandatory) Workplace: On-site employment