BALFIN Group is one of the leading investment groups in the Western Balkans region, embodying international standards with local expertise. Founded in 1993 in Vienna by Samir Mane, today, the Group has a presence in 11 countries, Austria, Albania, Kosovo, Bosnia and Herzegovina, North Macedonia, Montenegro, Switzerland, Croatia, the Netherlands, USA, and Canada. BALFIN, a diversified group active in real estate, wholesale and retail, banking, asset management, tourism, education, and logistics, employs approximately 5,000 people. Total Group’s Assets (including financial institution) is € 2.2 billion, as of 2023 data.

Happy SHPK is one of the newest companies of BALFIN Group, launched in 2020. It provides Customer Care & Customer Experience services, Loyalty Programs, and market research services. Happy Shpk manages the largest loyalty program in Albania, “Happy,” with more than 500,000 members being rewarded annually. The company offers high-level Customer Care services daily, conducts research, surveys, and measures customer satisfaction.

Job Position: Head of operation & MIS reporting
Location: Tirana

Reports to: CEO

Overview of the Role

We are seeking an experienced and highly organized Head of Operations & MIS to lead the operational strategy and Management Information Systems (MIS) for our Wallet and Pay Now Buy Later (PNBL) products. This leadership role combines process optimization, regulatory compliance, customer experience, and data-driven decision-making to ensure seamless execution of all operational functions. The ideal candidate will have a strong fintech background, deep understanding of payment ecosystems, and a proven track record in leading high-performing teams.

Main Responsibilities

• Oversee end-to-end operational workflows for Wallet and PNBL services, ensuring accuracy, efficiency, and scalability.
• Design, implement, and continuously optimize standard operating procedures (SOPs).
• Lead initiatives to enhance user experience, reduce operational friction, and resolve customer escalations.
• Monitor and ensure regulatory compliance and consumer protection guidelines.
• Manage vendor relationships and service-level agreements (SLAs) with payment gateways, banks, and third-party service providers.
• Collaborate with Product and Tech teams to streamline operational integration and automate manual processes.
• Build and manage robust MIS frameworks to support business decision-making and performance tracking.
• Generate regular dashboards and reports on KPIs, transaction metrics, user behavior, risk trends, and operational performance.
• Ensure accurate data capture, validation, and timely reporting to internal stakeholders and regulatory authorities.
• Lead business intelligence efforts to support strategic planning, forecasting, and risk assessment.
• Hire, train, and manage cross-functional operational and MIS teams.
• Participate in strategic planning and contribute to business model innovation.
• Act as a key liaison between operations, compliance, finance, and senior leadership.

Profile competencies, knowledge & experience:

• Strong leadership in scaling and optimizing fintech operations.
• Deep understanding of financial compliance (AML, KYC, MAS/PSD2).
• Expertise in MIS, reporting, and data-driven decision-making.
• Skilled in automation, process improvement, and risk management.
• Proven ability to lead cross-functional teams and strategic projects.
• Customer-focused, with a strong operational and analytical mindset.

Job position requirements

• Master’s degree in business administration, Finance, Information Systems, or related field.
• 5+ years of experience in operations or MIS roles within fintech, banking, or digital financial services.
• Proven expertise in Wallet and BNPL ecosystems, with hands-on experience in operational scaling.
• Strong knowledge of regulatory frameworks (e.g., MAS, GDPR, AML/KYC).
• Analytical mindset with experience in data visualization tools (e.g., Power BI, Tableau, SQL).
• Excellent leadership, communication, and problem-solving skills.
• Ability to thrive in a fast-paced, high-growth environment

What We Offer

• An attractive benefit package, including fair remuneration based on merit and performance evaluation.
• An exceptional opportunity to develop your skills and growth within BALFIN Group.
• Extra Leave days
• Dynamic and collaborative work environment

Application Procedure: To apply for this position, please submit a CV in i.shima@happy.al by 19 June 2025. 

*Your personal data (in your capacity as a job candidate) will be processed in accordance with Law no. 124/2024, dated 19/12/2024 “On the Protection of Personal Data,” as well as the Internal Regulation on the Protection of Personal Data (approved by Happy SHPK). This applies to the confidentiality and security of personal data. Only selected applicants will be notified about the next stages.

The processed data is accessed solely by HAPPY ShPK as the employer, specifically by the Human Resources Department.
The data of unsuccessful candidates will be retained for a maximum period of 1 year from the announcement of the successful candidate, for the purpose of contacting them in case of similar job openings matching the applicant’s profile. After 1 year, the data will be irreversibly deleted.