Head of Operations, Fenergo
Client Services
+ Annual bonus opportunity
Clinet lifecycle management for financial services
Open for applications
Clinet lifecycle management for financial services
501-1000 employees
Open for applications
+ Annual bonus opportunity
501-1000 employees
Company mission
To enable financial institutions to digitally transform their end-to-end client lifecycle processes.
Role
Who you are
- Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degree (e.g., MBA) is a plus
- Proven track record of leadership in operations, ideally within a SaaS or technology company or a Consulting company
- Strong leadership and management skills with the ability to motivate and inspire cross-functional teams and ensure alignment with broader company goals and objectives
- Expertise in optimising customer success processes to improve scalability, efficiency, and customer satisfaction
- Excellent analytical skills with the ability to interpret data and trends to inform strategic decision-making
- Exceptional communication & collaboration skills with an ability to respectfully challenge and influence at all levels
- Ability to build consensus and foster change in ambiguous settings
- Drive, tenacity and results oriented
What the job involves
- Reporting directly to the Chief Customer Officer (CCO) you will play a pivotal role in operationalising the strategy and roadmap for the Delivery team
- You will be responsible for establishing operational excellence, leveraging data-driven insights and driving innovation across all Customer Success (CS) activities
- Additionally, you will represent the Chief Customer Officer (CCO) on cross-company initiatives and working groups, ensuring alignment with organisational objectives and priorities
- Develop and execute a comprehensive operational support strategy and roadmap for the Delivery team, emphasizing process optimization, technological advancements, and resource allocation
- Collaborate closely with leadership across the CCO Senior Leadership Team to align operational support strategies with the company’s overarching objectives
- Drive scalability, efficiency, and customer satisfaction by implementing operational best practices, optimizing sales and customer success processes, and nurturing a culture of innovation within the team
- Identify inefficiencies in organizational processes and implement solutions to enhance performance
- Oversee budget development and execution for the CCO org, optimizing resource allocation and financial efficiency
- Foster extensive collaboration with delivery, support, and success teams to ensure shared outcomes for customers and deliver strong financial results
- Utilize expertise in optimizing customer success processes to enhance scalability, efficiency, and customer satisfaction
- Establish best practices for analytics to drive data-driven decision-making and operational efficiency
- Utilize large datasets, metrics, and dashboards to identify trends and strategic insights for improving business performance, including supply/demand margins, forecasting, and revenue optimization
- Implement comprehensive capacity planning models to ensure effective demand management
- Lead continuous improvement efforts, conducting industry and market analysis to inform data-driven decisions and adapt to market dynamics
- Represent the CCO function on company initiatives and working groups such as Risk Committee, Client Council and Sales Kick Off
- Develop board and client presentations
- Commitment to delivering exceptional customer experiences and ensuring customer success throughout the customer lifecycle
Our take
The regulatory technology market is set to see a big jump in the coming years. With market drivers including new regulations in the financial sector and rising instances of money laundering globally, regulatory technology companies are going to have some big opportunities to get their teeth into.
Fenergo is a major player in this industry. In a nutshell, Fenergo handles client and regulatory technology for financial services, providing Client Lifecycle Management (CLM) software solutions for major financial institutions. Used by over 30 of the top 50 financial institutions in the world, Fenergo enables its clients to be compliant with regulations whilst maintaining an excellent client experience. Creating an 82% faster onboarding process with a 40% reduction in overall costs, the financial advantages for users are clear.
Following its 2021 acquisition by Astorg and Bridgepoint which has brought a fresh injection of capital, Fenergo is focused on growth and innovation. With 10 offices worldwide and clients including Santander and Bank of China, Fenergo looks to be in a very strong position. That being said, this is a market that is changing fast, and growing adoption of artificial intelligence, cloud computing and machine learning in particular will bring interesting opportunities and challenges for Fenergo in the years to come.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 4 rounds)
Feb 2020
$80.5m
LATE VC
Jul 2019
$72.7m
GROWTH EQUITY VC
Total funding: $232.6m
Company benefits
- Flexible working
- Employee wellness program
- On-going training & career progression plans
- Employee recognition plan
- Sports & social activities
- Mentoring & Coaching
- Professional Development
- Give Back to the Community
- Employee Support Groups
Company values
- Excellence: We deliver quality and results.
- People: We value nurture and support each other.
- Information: We grow and thrive by learning and sharing information.
- Clients: We ensure that our clients and stakeholders achieve their full potential and are successful.
Articles
Leadership
Max Murphy
(CEO)A software engineer with 20 years’ experience developing and delivering enterprise software for banks.
Salary benchmarks
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Diversity & Inclusion at Fenergo
- At Fenergo, we are deeply committed to creating an inclusive and diverse working environment where all voices are heard. In the rapidly evolving digital workplace, Fenergo recognizes the need to be at the forefront of creating an inclusive workplace for great people who constantly deliver excellence to our clients
- Fenergo has diversity ambassadors, groups and committees, such as the Women’s WIRE Group which encourages inclusion and celebrates diversity through programs like International Women’s Day.
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