National Head of Operations at Platacard

Join Banco Plata! We’ve just obtained our banking license and are entering a phase of accelerated growth, constant innovation, and real opportunities for those who want to build something big. We’re looking for a National Head of Operations to lead and scale our Ambassadors Division nationwide. This role is responsible for ensuring consistent, efficient, and high-quality execution of our field operations, while delivering on our customer promise and key operational metrics. Challenges that await you: • Lead the national execution of the Ambassadors operation, balancing day-to-day management with a medium-term strategic vision. • Own and drive key operational KPIs, including completion rate, quality, timelines, and customer experience. • Define, standardize, and continuously improve processes, guidelines, and best practices across all regions. • Identify performance gaps by city or region and design clear corrective action plans. • Partner closely with Regional Heads, Supervisors, and Coordinators to ensure alignment and strong execution. • Monitor and resolve operational incidents, risks, and deviations, focusing on prevention and long-term fixes. • Collaborate with Product, Analytics, and Training teams to turn operational insights into scalable improvements. • Support the scaling of the model (new cities, volume growth, and new initiatives). • Ensure a consistent customer experience, regardless of location. • Provide leadership with clear, actionable reporting to support decision-making. What makes you a great fit: • Proven experience leading field operations or distributed models at a national level (not traditional logistics). • Background in operations, customer experience, service delivery, or similar roles. • Strong data- and KPI-driven mindset, with the ability to translate metrics into action. • Experience leading leaders (Regional Heads, Supervisors) and holding teams to high standards. • Excellent prioritization and decision-making skills in fast-paced, high-growth environments. • Clear, direct, and results-oriented communication style. • Ability to spot operational risks and bad practices early, before they scale. • A strong continuous improvement mindset, with experience building or scaling processes from scratch. • Advanced English is a must. Our ways of working: • Innovative Spirit: A commitment to creativity and groundbreaking solutions. • Honest Feedback: valuing open, transparent communication. • Supportive Team: a strong, collaborative community. • Celebrating Achievements: recognizing our wins together. • High-Tech Environment: a team full of smart and revolutionary people who date to challenge the status quo of incumbent finances.