Operations Manager - Fintech

Help make the world more hospitable

The hospitality industry is uniquely human, and it deserves technology that’s just as inspiring as the people behind it. At Mews, we’re transforming the industry with a platform that helps hotels run smarter, move faster and create better guest experiences.

You’ll work with smart, curious people who care deeply about what they do. You’ll have autonomy and the trust to make good decisions and move quickly. And you’ll enjoy a real sense of purpose as you see the impact of what we’re building.

If you’re motivated by ownership, curiosity and meaningful impact, and are driven to deliver consistent high performance, you’ll feel at home here.

About the role

Let's get into the specifics. It’s impossible to capture every nuance of a role – especially at a rapidly growing company like Mews – but if we had to distil it into a job description (which we do because this is a job description), it would be this:

Mews is looking for an Operations Manager to own first-line operational excellence across our Fintech environment. This is a hands-on accountability role for someone who wants to own outcomes in the detail: third-party operations, new-product readiness, customer support and complaints, operational risk, and service performance.

You will report directly to the CEO and operate as a senior first-line owner with visibility across leadership, the Board, and relevant stakeholders. Success in this role means orchestrating delivery, maintaining control, driving performance, and ensuring the service runs smoothly for customers. This role partners closely with our Operations Resilience Manager (ORM). The Operations Manager keeps the service running and the customer experience on track. The ORM focuses on resilience, recoverability, and control effectiveness.

What you would do

• Own third-party operations end to end, acting as the main point of contact for vendors and holding providers to account on onboarding, due diligence, performance, compliance, and issue resolution.
• Lead operational readiness for new products and material changes, coordinating review, follow-up, and impact assessment to ensure changes land smoothly and are fully supportable.
• Act as the key operational link between different stakeholder groups ensuring strong coordination across support, incident response, and third-party delivery.
• Oversee customer support and complaints, ensuring issues are resolved promptly, fairly, and in line with internal standards and other expectations.
• Own operational risk and SLA monitoring, using clear indicators and reporting to keep senior management and the Board informed and to escalate risks early.
• Support continuity during incidents and disruption scenarios, managing customer and operational impact while partnering closely with the ORM on the wider incident and resilience framework.
• Keep operational records accurate and audit-ready, and support internal, external, and other reviews across third-party management and operational controls.

AI Fluency Level 3: in this role that means going beyond using AI for your own productivity. You would redesign how first-line operations actually run (how the TPSP register is kept current, how vendor performance is assessed, how support and complaints are triaged), build those AI-assisted approaches into something the rest of Mews FS can follow, and rigorously check what the AI produces before it informs a register, a Board pack or a regulatory submission, where the accuracy bar is absolute.

For more information on AI fluency at Mews, please refer to "AI Fluency at Mews: A Comprehensive Guide for Candidates" on Confluence.

What you would bring

• 5+ years of experience in operations within payments, fintech, financial services, or a similarly controlled environment.
• Genuine hands-on delivery experience, not purely oversight from a distance.
• Strong experience across third-party governance, regulatory compliance, and customer operations.
• Exposure to operational resilience and business continuity is a strong plus.
• Strong project management, communication, and relationship-building skills.
• Comfortable owning end-to-end operational processes in a fast-moving, cross-functional environment.
• High attention to detail, strong judgement, and a high bar for accuracy and accountability.
• Credibility to operate as a first-line owner with senior leadership, Board, and regulator visibility.

Netherlands

€91.500 — €109.500 EUR

Pay Transparency at Mews

Salary ranges are provided in good faith and reflect current market conditions and internal pay structures. Final compensation may be adjusted based on funding, budget constraints, or exceptional candidate qualifications, but will remain within reasonable proximity to the stated range.

This salary disclosure is provided in compliance with applicable pay transparency legislation. We are committed to equal pay practices and prohibit salary history inquiries during our recruitment process.

If the location you're applying from wasn't originally advertised for this role, salary range information is available upon request at any point during the application/intervie