Operational Excellence Lead

Job description

## **About BJAK** The original mission of BJAK is that we believe people deserve smarter ways to plan, save and grow their money. This is the origin of our name. Started in 2019, we built the first mobile-first, insurance platform, enabling insurance to be accessible online by millions in the region. Today, it's the leading insurance platform in Southeast Asia. Today, we are expanding ways to help people in the region, including spending, saving, investing, exchanging, travelling, and more. Our mission is help people get more from their money every day. We have teams working around the world, with over 20 nationalities from our offices and remotely, who truly enjoys their work. We are looking for the most talented and driven people we can find. We are looking for people who work for their passion, not counting hours. Who loves building great next-generation products, not status quo. Who cares about redefining how everyone around us can get the best financial applications, not for an exclusive few. If you're this person, we'd love to talk to you. ## **The Role** The Operational Excellence Lead – UK owns the operational backbone of BJAK's UK business. You'll make sure daily operations, internal systems, and customer-facing execution run smoothly, efficiently, and at a standard that supports scale. This is not a P&L role, and it's not a "manage from a distance" role either. You'll partner closely with the CEO to turn business objectives into strong execution on the ground, building systems, leading teams, and stepping in directly when execution breaks. ## **What You'll Own** - Define and execute operational strategies that support growth and align with BJAK's objectives in the UK market. - Run day-to-day operations across customer service, administrative operations, and internal workflows so execution stays frictionless. - Hire, lead, and develop a high-performing operations and admin team with a strong culture of ownership and accountability. - Own process improvement, finding bottlenecks, automating where possible, and implementing systems that cut cost and increase speed. - Lead the customer support function and step in hands-on during high-stakes or escalated cases. - Oversee company administration and internal operations, including office management, documentation, vendor coordination, and adherence to internal policies. ## **What We're Looking For** - Strong background in operations, execution, or internal business operations in tech, fintech, or fast-scaling environments. - Proven experience leading operations and admin teams in high-expectation environments. - Hands-on mindset with the ability to solve problems directly, not just delegate them. - Strong organisational, execution, and problem-solving skills. - Comfort operating in ambiguity and bringing structure to fast-moving situations. - Ability to work cross-functionally and drive execution without formal authority. ## **This Role Is Not For** - People who want to direct operations from a distance instead of stepping in when things break. - Candidates who need fully-built systems and processes handed to them. - Those who need fixed scope and slow timelines. - People who avoid escalations, messy cases, or hard conversations with vendors and staff. - People who produce long updates without clear decisions or next actions. ## **Location** - This role is based in **the United Kingdom**. This is a hybrid role. You are expected to work from our **United Kingdom** office at least 3 days per week. ## **Language** - English is our main working language across global teams. Strong English communication is required. ## **Interview Process** Our process is designed to move fast: 1. Online assessment or practical task 2. Role-specific interview 3. CEO / final round For strong candidates, we aim to complete the process and make an offer within 1-2 weeks from the start of the interview process. Candidates who complete assessments quickly will be prioritized.