Head of Operations

About the role

As the Head of Operations for Wallee Group’s Luxembourg entity, you will act as the operational backbone in a regulated payments environment. The role blends strategic oversight with hands‑on execution, ensuring that daily payment processing, card‑scheme operations and client support run smoothly and comply with CSSF and EU regulations.

Key responsibilities

• Manage end‑to‑end payment flows, including SWIFT, SEPA and card‑scheme transactions, guaranteeing flawless settlement cycles.
• Oversee the full lifecycle of Mastercard card‑issuing programmes, from vendor management and tokenisation to authorisation, charge‑back and dispute handling.
• Lead reconciliation processes, resolve discrepancies quickly and protect liquidity.
• Direct fraud detection and transaction‑monitoring activities, delivering accurate operational reporting.
• Produce and submit all regulatory and scheme reports (CSSF prudential returns, BCL statistics, AML/CTF returns, Mastercard QMR, etc.) on time and with quality assurance.
• Monitor regulatory developments (PSD3, MiCA, instant payments, DORA) and adapt processes, controls and data structures accordingly.
• Build, scale and manage the Client Support function, ensuring B2B inquiries and escalations are resolved within defined SLAs.
• Define, track and optimise KPIs and service‑level agreements to continuously improve operational performance.

Required profile

• Proven experience in a senior operations role within a regulated payments or fintech environment.
• Deep understanding of CSSF, EU and card‑scheme regulatory frameworks.
• Strong collaborative mindset, able to work closely with Compliance, Finance, Product and IT teams.
• Hands‑on leadership style with the ability to design, optimise and scale complex operational processes.

Required skills

• SWIFT
• SEPA
• Mastercard scheme operations
• Tokenisation
• Fraud detection
• Transaction monitoring
• Regulatory reporting (CSSF, EU, AML/CTF)
• Knowledge of PSD3, MiCA and DORA
• Scrum framework