Roarbank is a digital banking platform launched by Unity SFB in collaboration with Fintech Farm, a global neobanking technology provider, in early 2025. Our ambition is to become the leading digital consumer bank in India through seamless customer experience, innovative technology, and efficient operations. We are a UK-based fintech building neobanks in partnership with traditional banks across emerging markets. With successful launches in three countries, were on track to build neobanks in 50+ markets, reaching over 100 million users. We are seeking a high-energy Head of Business Operations to lead customer-facing operations and deliver a world-class, scalable support experience for our digital bank in India. Youll be responsible for designing and implementing support systems, improving customer journeys, managing large teams, and ensuring operational excellence. Key Responsibilities: Report to the Project CEO/CBO and lead the evolution of our early-stage customer operations into a best-in-class, scalable setup Own all Customer Ops topics to ensure business continuity and delivery excellence Build and implement telephony and chat support infrastructure (back-end and front-end) Drive AI-powered customer service initiatives to enhance experience and reduce cost Monitor operational performance, mentor teams, and ensure KPIs are consistently met (SLAs, quality, productivity, etc.) Be the single owner for incident management handling communication, escalation, and resolution Prepare data and insights for weekly/monthly reviews with the CEO, focusing on metrics, trends, and improvement areas Serve as the point of contact for regulatory reports and complaint/escalation processes in line with compliance standards Lead 3rd party vendor management for Customer Ops services Conduct performance reviews, 1:1s, and talent development for direct reports Plan workforce and staffing needs, drive recruitment, and grow a high-performing team as the business scales Collaborate cross-functionally with product, engineering, compliance, and finance to identify and resolve customer pain points Foster a culture of motivation, engagement, and excellence within the operations team Minimum 7 years of experience managing large-scale operations (100+ people) in a high-growth environment Minimum 3 years of experience in banking or regulated fintech Proven experience managing senior people leaders (Team Leads, Ops Managers, etc.) Strong analytical skills with the ability to interpret data, use pivot tables, and drive improvements based on metrics Hands-on experience implementing support software and AI-powered customer service tools Built telephony/chat systems from scratch and managed mobile app support/helpdesk Deep understanding of Workforce Management, staff planning, and budget ownership Track record of successful compliance reporting and regulatory escalation handling Ability to multitask, prioritize effectively, and operate under pressure Driven, energetic personality focused on fast and impactful delivery Excellent communication and leadership skills Bachelors degree from a reputable university High-impact leadership role in one of Indias most promising fintech ventures Significant autonomy to design and scale customer operations A mission-driven team and dynamic environment focused on innovation and speed

Roarbank is a digital banking platform launched by Unity SFB in cooperation with Fintech Farm, a global neobanking technology provider, in early 2025. Our mission is to become a leading consumer digital bank in India by delivering an outstanding user experience and robust banking solutions. About Fintech Farm We are a UK-based fintech company creating successful neobanks in emerging markets through partnerships with local traditional banks. We have launched and scaled operations in three countries so far and aim to reach 50+ markets with 100 million+ customers. Your role As a Payments Product Manager, you will leverage your knowledge of payment systems, banking products, and customer behavior to develop and manage digital banking features tailored to the Indian market. What You Will Be Doing: Conduct in-depth analysis of banking products, including QR payments, P2P and P2M transfers, mobile and utility bill payments, account funding, and savings accounts Develop and implement product strategies, policies, and procedures in line with market trends and regulatory changes Establish partnerships and negotiate commercial terms with third-party providers (e.g., payment systems, fintech platforms) Collect and deliver technical documentation (APIs, specifications, etc.) from the partner bank and vendors to internal development teams Create cash flow and accounting schemes for payment features, including reconciliation and settlement frameworks with banks and providers Work cross-functionally with technology, marketing, compliance and finance teams to ensure smooth product launches and iterations Deliver regular management and regulatory reports on product performance and compliance Use data analytics to optimize product performance and make evidence-based decisions on features, pricing and UX Proven experience in payments product management within retail banking or fintech Strong understanding of Indian payment systems and regulations (UPI, IMPS, NEFT, QR, etc.) Track record of working with third-party providers and negotiating contracts Analytical mindset with a passion for building customer-centric digital products Effective communicator, able to collaborate with technical and non-technical stakeholders Fluent in English Opportunity to shape the future of digital banking in India Collaborative and dynamic work culture with a mission-driven team Autonomy to influence product decisions and roadmap execution