Head of Operations

Wallee Group

Operational lead for Luxembourg with oversight of payment processing, client support, and compliance in fintech. Directing a team and ensuring adherence to regulations and operational excellence.

Posted 7/7/2026full-timeLuxembourg • 🇱🇺 LuxembourgLeadWebsite

Tech Stack

Tools & technologies

SQLSwiftTableau

About the role

Key responsibilities & impact

Manage and optimize daily core payments, SWIFT, SEPA, and card scheme transactions, ensuring flawless execution and settlement cycles.
Oversee the operational lifecycle of our Mastercard card-issuing programs, including card production/personalization vendors, tokenization, authorization flows, and chargeback/dispute management.
Oversee internal and external account reconciliations, identifying and resolving discrepancies swiftly to protect liquidity and ensure regulatory compliance.
Lead fraud detection and transaction monitoring efforts, ensuring robust daily and monthly operational reporting.
Own the production, quality assurance and timely submission of all recurring regulatory including CSSF prudential and statistical EMI returns, BCL statistical reporting, AML/CTF annual return inputs from a finance perspective, and safeguarding attestations.
Build, scale, and lead the Client Support function, ensuring high-quality, timely resolution of B2B client inquiries, technical issues, and operational escalations.
Define, monitor, and optimize key performance indicators (KPIs) and Service Level Agreements (SLAs) for the support team.
Ensure all operational workflows strictly comply with Luxembourg and EU regulations (PSD2/PSD3, AML/CFT, GDPR).
Act as a key contributor to internal, external, and CSSF audits. Own, update, and bulletproof Standard Operating Procedures (SOPs) and operational risk assessments.
Serve as the primary operational point of contact for banking partners, PSPs, external vendors, and Group-level counterparts.
Manage critical operational relationships with banking partners, Mastercard, third-party processors, and external vendors, ensuring strict adherence to CSSF outsourcing requirements.
Identify operational bottlenecks and drive automation projects (using SQL, scripting, or internal tools) to scale operations efficiently.
Lead local implementations for system migrations, platform upgrades, and cross-functional product rollouts.
Lead, mentor, and grow a multi-functional team spanning core operations, card management, and client support.

Requirements

What you’ll need

7+ years of operations experience within an EMI, PSP, Fintech, or specialized payment bank, with at least 2–3 years in a leadership or supervisory capacity.
Deep, hands-on understanding of the Mastercard ecosystem (issuing, settlement, chargebacks, and operational regulations) alongside SEPA and SWIFT.
Proven track record of managing or interfacing with customer support/operations teams in a financial services context.
Strong familiarity with the Luxembourg regulatory landscape (CSSF requirements regarding safeguarding and outsourcing are highly preferred).
Deep understanding of SEPA, SWIFT, card schemes, and clearing/settlement mechanisms.
Experience with core banking systems or e-money platforms.
Proficiency in data analysis tools (Advanced Excel is a must; SQL or Tableau is a strong plus).
Ability to thrive in a lean team where you can seamlessly pivot from high-level project management to granular problem-solving in minutes.
University degree in Business, Finance, Economics, or a related field (Master’s degree or relevant professional certifications a plus).
Fluency in English is mandatory. Working proficiency in French or German is a distinct asset given our Luxembourg base.

Benefits

Comp & perks

High Impact, Low Bureaucracy: A critical role in a fast-growing international group with flat hierarchies, short decision-making paths, and zero corporate politics.
Growth & Autonomy: The opportunity to truly own the operational landscape of a regulated entity and scale it from the ground up.
Flexibility: A competitive compensation package coupled with a hybrid work setup and flexible working hours.
Modern Workspace: Continuous opportunities for professional development within a cross-functional, multicultural environment.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Payments ManagementCard Scheme OperationsAccount ReconciliationFraud DetectionTokenizationChargeback ManagementKPI MonitoringOperational Risk AssessmentSystem MigrationAutomation Projects

Soft Skills

LeadershipProblem-SolvingCommunicationTeam BuildingClient Relationship Management

Certifications

University Degree in Business, Finance, or EconomicsMaster’s Degree (Preferred)