Head of Operations

Hashavim 360, part of the Guideline group (traded on the Tel Aviv Stock Exchange), is a leading provider of fintech information solutions. For over two decades, it has delivered web-based services in labor law, taxation, finance, welfare, and pension databases.

We are seeking a Head of Operations to optimize business workflows, enhance efficiency, and oversee customer experience management. This role requires a strategic thinker with strong execution skills who can streamline processes, drive cross-functional collaboration, and monitor key performance indicators.

The Head of Operations will lead process improvements, ensure seamless coordination across departments, and oversee customer experience operations, with the Customer Support & Experience Manager handling day-to-day execution. This position Reports directly to CEO and plays a key role in shaping the company’s operational success.

Key Responsibilities:

• Oversee and improve operational processes across all company’s departments and teams.
• Monitor and analyze business workflows, identifying inefficiencies and driving process improvements.
• Implement and oversee cross-functional control and monitoring systems to ensure operational alignment.
• Analyze key operational KPI’s to drive informed decision-making and continuous improvements.
• Support digital transformation efforts, optimizing automation and process efficiency.
• Ensure cross-functional collaboration within the company for smooth business execution and customer service operations with overall business strategy.
• Develop and enforce best practices for operational workflows, ensuring consistency and scalability.
• Lead ongoing optimization projects to enhance productivity, resource allocation, and business performance.
• Supervise and provide strategic direction for the Customer Support & Experience Manager, ensuring best practices and continuous improvements.
• Oversee high-level customer experience initiatives, ensuring alignment with business objectives, ensure customer feedback is incorporated into process improvements and business strategies.
• Monitor key support metrics and work with the direct managers to improve performance.
• Identify areas for automation and self-service support, providing guidance on efficiency improvements.
• Ensure major service escalations and operational challenges are effectively addressed with long-term solutions.
• Centralization of employees' procurement and logistics requests.
  
  

• Bachelor’s degree in business administration, Operations Management, Service Management, or a related field.
• 3+ years of experience in managerial leadership, overseeing managers, business operations, process management, and/or customer experience roles.
• Strong analytical skills, with the ability to monitor performance, interpret data, and drive improvements.
• Process-oriented mindset, capable of improving workflows and enhancing operational efficiency.
• Experience working with customer support functions, ensuring oversight while not directly managing daily operations.
• Excellent leadership and communication skills, with the ability to work across multiple departments.
• Ability to manage projects, prioritize tasks, and drive execution efficiently.
• B2B experience- an advantage.
• Familiarity with finance or fintech industry – an advantage.
• Experience working with CRM, ERP, and automation tools (Zoho, Priority, etc.) – Significant advantage.