Operations Specialist - Estonia

Hi, we're Penfold – we're on a mission to help everyone save enough to be comfortable in later life!

There's over a trillion pounds sitting in UK pensions – but most of it is with legacy providers offering outdated products and poor service. We're here to change that.

Penfold is building the pension of the future – a modern, tech-first platform that makes saving for later life easy, engaging and accessible for everyone.

We're a growing team of 70+ builders across London and Tallinn, backed by some of the world's leading FinTech investors. Having raised £25M+, we manage £1BN+ in pensions for over 100,000 savers and thousands of businesses — and we're on track for profitability next year.

As one of our first 70+ hires, you'll play a key role in shaping our culture and have loads of opportunity to grow, progress and make your mark.

About the role

We're looking for an Operations Specialist to join our Operations team within Penfold's wider Operations function.

You'll be integrated into our rapidly growing Operations team, meaning you'll play a key role in running, improving and scaling our operational processes. You'll combine hands-on operational delivery with deep process knowledge, helping ensure we continue to deliver a high-quality service as our business grows.

Our business and Operations team are evolving quickly, so the responsibilities within this role will continue to develop. You'll be instrumental in helping us build a more efficient, scalable and automated operation, while maintaining strong controls and excellent customer outcomes.

As a Specialist, you'll be a subject matter expert within the team. You'll support complex operational work, help solve problems, drive improvements and share your knowledge with others.

Here's some of the stuff you'll be doing:

• You will be responsible for managing a broad range of operational processes, including complex and escalated cases.
• You will act as a subject matter expert across key operational workflows, supporting the wider team with guidance and expertise.
• You will use your initiative to identify opportunities to improve how we work and help implement scalable solutions.
• You will investigate operational issues, identify root causes and support incident resolution when required.
• You will be responsible for documenting and improving procedures, controls and best practices.
• You will use data to identify trends, risks and opportunities for improvement across the operation.
• You will support automation initiatives and tooling improvements that help the team operate more efficiently.
• You will work closely with teams across Operations, Product, Engineering and Customer Success to solve problems and improve processes.
• You will support onboarding, training and mentoring of Operations Associates, helping to raise the capability of the wider team.
• You will be constantly optimising operational processes, thinking from first principles to ensure we continue building an efficient, scalable operational engine.

What we're looking for

• 2-5 years' experience in an Operations, Business Operations, Data Operations, Analytics or similar role.
• Experience working in a fast-paced startup, scale-up or high-growth environment.
• Strong problem-solving skills and the ability to manage complex operational processes independently.
• Strong analytical skills with the ability to use data to identify trends, risks and improvement opportunities.
• Comfortable handling and manipulating significant data volumes across multiple systems.
• Excellent attention to detail and a strong focus on quality.
• Experience identifying and implementing process improvements.
• A proactive mindset with a strong sense of ownership and accountability.
• Strong communication skills and confidence working with stakeholders across different teams.
• Experience coaching, mentoring or supporting colleagues.
• Comfortable documenting processes, procedures and operational controls.

Bonus points for

• Experience working in financial services, fintech or another regulated industry.
• Experience supporting operational change projects or process improvement initiatives.
• Familiarity with KPI and KRI reporting and using data to identify trends and risks.
• Experience conducting root cause analysis and supporting incident investigations.
• Exposure to automation tooling, workflow optimisation or process mapping.
• Strong Excel or Google Sheets skills, including working with large datasets.
• Working knowledge of SQL or an interest in learning it.
• Experience onboarding, coaching or mentoring colleagues.
• Experience acting as a subject matter expert within an operations, analytics or data-focused team.

Our application process

• Initial screening call
• Take-home task
• Hiring manager interview
• Culture fit interview (this is as much for you to get a better sense of us)
• Final meeting with the Head of Operations

Benefits

We're working hard to create a working environment where people feel empowered to do their very best work, make a big impact, and enjoy what they do.

Specifically, our benefits package includes:

• A competitive salary – we proactively review salaries to make sure you get what you deserve.
• Meaningful share options – own a part of Penfold and share in our success.
• Medical insurance through Confido.
• Unlimited holiday – we're interested in your output, not how many holidays you go on.
• Hybrid working – we like people to come into our office (so you need to live in Tallinn) at least a couple of days a week to collaborate, but we trust you to get your work done in whatever environment suits you.
• Great community office space in the heart of Tallinn.
• Free drinks and snacks plus company lunch every week.
• Laptop and work-from-home equipment as required.
• Learning and professional development – we conduct regular 360 feedback and focus on role progression that suits each individual.
• Quarterly company socials plus regular team meetups throughout the year.
• Plus a host of other benefits – see benefits page.

We are 100% committed to building a diverse and representative team.

Whatever your race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability – we want to hear from you. If you have questions about the role or the company or the interview process, please let your recruiter know and we're happy to answer these anonymously if that makes you feel more comfortable.

We're all about giving every candidate the best chance to shine. If you require any reasonable adjustments to the job description, application or selection process, just let us know — we'd be happy to help. When it comes to hiring, we focus only on your skills, experience and how you live our values.

As part of our hiring process, we may record your interview and use AI tools to generate notes. This helps us capture details accurately and ensures a fair review by our hiring panel. By attending an interview with Penfold, you consent to the use of recording and AI-generated notes for this purpose. If you have any concerns or would prefer not to be recorded, please let us know in advance.

As we’re a regulated business, any offer (and ongoing employment) depends on passing the usual pre-employment and regulatory checks, which are started before your first day.