Newrails - Operations Manager

About the company

Newrails is a fintech company building financial infrastructure that connects traditional payments with stablecoins. Our regulated EMI platform brings together euro accounts, SEPA payments and EURW, its euro-backed stablecoin, helping businesses and fintechs move money between bank accounts and blockchain networks. We are one of just 2 issuers of an EMT in Lithuania.

Backed by Series A investment from a leading private equity fund, Newrails has an international team split across Lithuania, the UK and Asia.

As the business ramps Newrails is strengthening the operational foundations needed to support more customers, partners and transaction activity.

About the role

We are looking for a hands-on Operations Manager to build and improve the processes behind Newrails’ day-to-day operations.

Your focus will span customer onboarding, back-office workflows, CRM integration and coordination between compliance, finance, business development and technology. You will turn practical business needs into clear procedures, implement them and make sure they work in daily operations.

This role suits someone who enjoys creating structure in an early-stage environment, takes ownership of problems and is comfortable moving between detailed execution and broader process improvement.

Based in Lithuania, you will work closely with the COO in London and colleagues across the international team.

Responsibilities

• Build, document and implement operating procedures, with clear responsibilities, controls and escalation paths.

• Coordinate day-to-day back-office operations, identifying gaps and improving how teams and systems work together.

• Ensure customers progress through onboarding efficiently, working with outsourced first-line compliance staff and internal teams to resolve delays.

• Coordinate with business development when customers need follow-up or assistance to complete onboarding.

• Improve the connection between the CRM and back-office systems so customer information, communications and outstanding issues are accurately captured.

• Work closely with finance to ensure customer balances and transaction information shown in operational systems align with reconciled financial records.

• Identify technical issues affecting onboarding, customer communications or back-office reporting, and coordinate their resolution with the technology team.

• Establish consistent workflows for handling customer issues and keeping customers informed.

• Find opportunities to automate recurring tasks and make processes more reliable as transaction volumes grow.

Requirements

• Relevant experience in operations within a fintech, payments company, electronic money institution or another financial services business.

• Practical experience creating or improving processes, including writing procedures and putting them into use.

• An understanding of customer onboarding, back-office workflows and how operations interact with compliance and finance.

• Confidence working with Hubspot and CentroLink, including identifying issues and explaining requirements to technical colleagues.

• Strong ownership and follow-through, with the ability to investigate problems and coordinate solutions across teams.

• A collaborative approach, sound judgment and the adaptability to work effectively where processes are still being developed. We are a multi-cultural team, so high EQ is very important.

• Strong written and spoken English for working across an international team.

• Experience helping an early-stage business establish and scaling its operations, taking it from 0 to 1, would be a strong advantage.

What we offer

• The opportunity to build the operational foundations of a growing fintech working across payments and stablecoin infrastructure.

• Broad ownership of processes that directly affect customer experience and business performance.

• Close collaboration with an experienced COO and international colleagues across technology, compliance and finance.

• The freedom to propose improvements, implement practical solutions and see the results of your work.

• Scope to develop your responsibilities as the business and its operational needs grow.