Operations Team Lead - Tallinn, Estonia at Penfold

Hi, we’re Penfold - We are on a mission to build the pension of the future!

The UK pension industry is full of traditional pension providers that have outdated products and poor customer service. Penfold is dragging the pension industry out of the dark ages with a platform that is built on modern technology. We’re demystifying pensions, to make them universally accessible, engaging, and exciting so we can help everyone save enough for later life.

Right now we’re still a small team, but we’re well-funded with over £15 million in funding and growing rapidly. The company has been very successful, and is going through a big growth phase - we’ve been signing multiple customers, and we have over 50,000 users and 100s of workplace clients. Our team is focused on building an amazing pension experience for our savers - creating a world where everyone is confidently saving. As one of our first 60 employees, you’ll have a say in defining our culture and you’ll have opportunities for progression and learning.

About the role

As an Operations Team Lead at Penfold, you will be joining our Operations department - a department that is really at the heart of the business and its mission. At Penfold, we're passionate about delivering and building for operational excellence, moving fast to grow the business and developing incredible teams to bring a seamless experience to our customers. You will be responsible for leading a key area within our operations workflow and a team of operations associates based in Tallinn, Estonia.

This role presents a unique opportunity to build and shape the culture of a team dedicated to delivering our important operational processes every day!

Your Mission:

• Cultivate a high-performing culture that inspires and motivates your team to reach their full potential.
• Drive and monitor operations KPIs and SLAs to ensure that our team is meeting their performance goals.
• Manage resourcing and team structure to ensure the team can deliver all processes, including regulatory obligations on time.
• Support the leadership team in forecasting resources in line with the business growth strategy.
• Create an exceptional work environment for the highly motivated new hires in our Operations team.
• Optimise workflow systems, processes and controls to enable us to scale effectively.

About you:

• You are or will be based in Tallinn, Estonia
• You have some experience managing an operations team, ideally in a high-growth startup environment and/or within the financial services industry.
• You are passionate about creating a high-performance culture that inspires and motivates team members within and outside of your team.
• You strive for delivering operational excellence.
• You understand how to build our new and evolving processes within a controlled environment.
• You’ve got a proactive approach to surfacing and mitigating risks.
• You're hands-on and proactive in problem-solving.
• You're a motivating, empathetic manager who can communicate effectively with both team members and others from around the business
• You are either a EU citizen, a permanent resident of Estonia or you have Temporary Resident Permit that doesn't require work sponsorship.

You’ll spend your first months getting stuck in

To be an effective Operations Team Lead you’ll need to be able to roll up your sleeves and understand the ins and outs of how Penfold’s operation works. You’ll kick this off by learning the processes managed by an operations associate role, while taking on the people management of a small team.

If you’re excited about what we’re doing, get in touch – even if you don’t tick every box!

Our application process

• Take-Home Task - to assess your operations knowledge and people leadership
• Hiring Manager Interview (1 hour) - in-depth interview about your experience and skills with your potential manager
• Culture Interview (30 min) - you’ll meet other members of the team to find out more about what it’s like working at Penfold
• Leadership interview (30 mins) - a interview with a member of our leadership team. 

Our office/working hours

• We’re a remote-first business, but we are planning to have an office space in Tallinn where the team would be working from sometimes
• Currently we are working Monday-Friday 9-18 EET - this can be flexible to an extent