Company Description:

ICEO Group is a capital group focused on building and commercializing technological solutions, with a strong emphasis on driving innovation in the finance, blockchain and big data sectors. By leveraging our unique DNA in building innovative companies, ICEO Group aims to have a global impact, creating enterprises that deliver real value to customers and communities. We work with over 130 highly talented individuals from 25 countries.

Our current portfolio includes cutting-edge projects such as an innovative neobank (set to launch in the first half of 2025), a digital asset investment platform designed for institutions and HNWIs, and a digital asset management platform aimed at retail customers.

ICEO’s mission is to accelerate growth, enhance operational capabilities, and secure strategic investments for our portfolio companies. As part of our continued expansion, our goal is to secure strategic investments from both private and institutional investors globally. Moreover, our vision is grounded in building an ecosystem where experience, creativity, engagement, synergy, and thorough validation are the pillars of sustainable, long-term success.

About the project

An innovative neobank at the forefront of revolutionizing personal and corporate finance. The neobank seamlessly integrates traditional banking services with cutting-edge financial solutions, bridging the gap between conventional and modern finance. Our platform offers a comprehensive suite of core banking features, including multi-currency IBAN accounts, currency exchange, international payments, debit card issuance, and account analytics. With a strong emphasis on crypto-friendliness, it is set to redefine the banking experience for the digital age.

Key Responsibilities:

Operational Strategy & Execution:

• Develop and implement an operational strategy that supports the neobank’s business objectives and long-term vision.
• Design and continuously refine processes to drive efficiency and scalability across all departments.
• Monitor and assess the performance of key operational activities, ensuring alignment with company goals and identifying areas for improvement.
• Develop operational strategies tailored to regional regulatory and market dynamics.

Payment Infrastructure Development:

• Lead the design and integration of payment rails to facilitate seamless transactions for the neobank's services.
• Ensure that payment infrastructures are secure, compliant, and capable of scaling with business needs.
• Collaborate with internal and external stakeholders to ensure the payment systems deliver an optimal customer experience, minimizing friction and transaction costs.
• Set up and manage operational procedures for the provision, execution, and reconciliation of payment services.

Partnerships & Vendor Management:

• Establish and nurture strong relationships with payment service providers (PSPs), banks, and other financial partners.
• Negotiate contracts and agreements to secure favorable terms and ensure the neobank’s payment infrastructure is both robust and cost-effective.
• Manage relationships with external vendors and partners to ensure timely delivery of services and adherence to SLAs.
• Regularly evaluate partner and vendor performance, exploring new partnerships where necessary to improve operational capabilities and service offerings.

Team Leadership & Development:

• Build, lead, and mentor a high-performing operations team that is equipped to support the neobank’s growth ambitions.
• Foster a culture of accountability, excellence, and continuous improvement within the team.
• Focus on operational workflow to ensure that team members have the necessary resources, training, and support to meet and exceed operational goals.

Risk Management & Compliance:

• Develop and oversee risk management protocols to minimize operational risks, particularly around payment systems and financial processes.
• Ensure full compliance with all relevant regulatory requirements, collaborating closely with legal and compliance teams.
• Design and implement internal control frameworks to safeguard the integrity of operational processes and ensure compliance with regulatory standards.
• Establish monitoring systems to identify and address inefficiencies, errors, or risks in real-time.
• Develop and maintain contingency plans to ensure business continuity in case of operational disruptions.

Process Optimization & Automation:

• Continuously analyze and optimize operational processes, with a focus on automation to drive efficiency and reduce manual workloads.
• Leverage data and KPIs to measure operational performance, ensuring that all systems are running at peak efficiency.
• Implement technology solutions that streamline workflows and improve cross-functional collaboration.

Customer Service Management:

• Oversee the optimization of the customer journey, ensuring smooth post-sale account management and the continuous improvement of customer satisfaction and experience.
• Identify and implement strategies to enhance customer touchpoints, aiming to reduce friction and increase customer retention.
• Develop initiatives to ensure customer support is effective, timely, and aligns with the overall brand experience.
• Develop and implement a robust complaint management process with clear SLAs to handle customer complaints efficiently.

Cross-Functional Collaboration:

• Work closely with product, finance, legal, and customer service teams to ensure seamless operational support for new products and markets.
• Collaborate with marketing and sales teams to ensure smooth onboarding processes for new customers and support post-sales operations.
• Support business growth by ensuring operational readiness for expanding services and market entry.

What we expect from you:

• Strategic Leadership: Proven experience leading operational functions within a neobank.
• Payment Systems Expertise: In-depth understanding of building and optimizing payment infrastructure, with hands-on experience managing relationships with payment providers, banks, and other financial institutions.
• Data-Driven Approach: Strong analytical skills with the ability to use data to drive decision-making and continuously optimize processes.
• Problem Solving: Ability to identify challenges and opportunities, devising innovative solutions that enhance operational efficiency and business performance.
• Cross-Functional Collaboration: Excellent communication and interpersonal skills, capable of working effectively across different teams to align efforts and achieve common goals.
• Scalability Focus: Experience in building scalable operational systems and processes that can support a growing organization while ensuring compliance and cost-efficiency.
• Execution Excellence: Track record of delivering operational improvements on time and within budget, with a focus on detail, quality, and results.
• Customer-Centric: Ability to optimize customer experiences post-sale and ensure that all customer touchpoints are functioning efficiently and effectively.
• Regulatory & Compliance Expertise: Deep understanding of financial regulations, particularly in the neobank and fintech sectors, ensuring all operations comply with the relevant legal and regulatory frameworks.

Why it’s worth a try - advantages of working at ICEO: 

• as a remote-first company, we enable you to work from anywhere in the world, but you can also work in one of our offices in Poland (Cracow) or Estonia (Tallinn)
• we offer semi-flexible working hours - we would like you to be available between 11 am and 3 pm CET- the rest you set yourself.
• the position is newly created, and we have not established a fixed budget. We are open to discussing your salary expectations.
• as part of your full-time B2B contract, you can use up to 38 days/year of paid interruption in the provision of your services.
• equipment - desktop computer/laptop, monitors and office accessories,
• the opportunity to participate in an internal training program.
• participation in business and team-building meetings.

The Recruitment process:

• CV review: We are planning to review all the applications and get back to all candidates within 7 days.
• Stage 1: Screening meeting with Talent Acquisition Partner: basic information about ICEO, the project, the role, and the offer. General questions about your experience (about 1h)
• Stage 2: Interview with Head of Finance & Investments: practical questions connected with the position and opportunity to learn more about ICEO Group, the project, and the role (about 1,5h)
• Stage 3: Interview with Head of Finance & Investments at ICEO & People Business Partner & One of the business stakeholders: Deep dive into practical questions, case studies, and leadership skills check (about 1,5h)
• Stage 4: First Interview with the CEO: checking the mutual fit and expectations as well as some strategic discussion regarding the future direction of ICEO Group and (about 2h)
• Stage 5 (optional): another round of discussions if there wasn’t enough time previously.