Head of Operations

Responsibilities

• Take full responsibility for the operational performance of Flatpay NL, including merchant onboarding, KYC, customer support, logistics, payouts, and facilities.
• Build, hire, and coach the local operations team, ranging from customer support and onboarding specialists to team leads.
• Monitor and achieve key operational KPIs such as onboarding time, KYC sendback rates, customer support response times, and payout accuracy.
• Ensure compliance with Dutch and EEA regulations (including KvK, UBO, PSD2/IFR, and surcharge rules) without slowing down business growth.
• Collaborate closely with Sales on the merchant journey, and with Finance and Compliance on processor relationships and payout flows.
• Continuously improve processes by automating manual tasks and fixing operational bottlenecks immediately.
• Manage the Amsterdam office operations to support rapid scaling.

Requirements

• 3+ years of experience in operations, with at least 2 years in a leadership role.
• Proven background in payments, fintech, banking operations, or a high-volume, fast-growing environment.
• Strong data analysis skills with the ability to generate reports and act on insights.
• Fluency in English; proficiency in Dutch is strongly preferred.

Preferred Qualifications

• Direct experience with merchant acquiring, terminal provisioning, or managing processor relationships.
• Experience working in a scale-up environment where processes are being built from the ground up.
• Comfort using AI tools to accelerate operational workflows.
• Solid knowledge of Dutch compliance (KvK, UBO) and EEA payment regulations (PSD2, IFR, surcharge).

Benefits

• A seat at the Netherlands leadership table from day one.
• High level of ownership with minimal bureaucracy or politics.
• Rapid career growth opportunities within a fast-scaling international organization.
• A young, energetic work environment with regular team activities and events.

About the Company

Flatpay is one of Europe's fastest-growing fintech companies. Our mission is to make card payments fair, transparent, and stress-free for SMEs through a single fixed rate and no hidden surprises. With over 1,700 colleagues across multiple European markets, we are innovating the financial services landscape for millions of entrepreneurs.