We caught up with Sebastian Mrotzek, our Director of Operations, to talk about how he’s shaping the future of operational excellence at Finova.
Since joining in February, Seb has been focused on strengthening delivery, building scale, and creating the foundations for sustainable growth — all while keeping our customer experience front and centre.
From evolving our operating model to driving strategic change, Seb shares how we’re making operations work smarter for both our teams and our customers.
You joined Finova earlier this year to lead operations. What was it about the business that caught your attention?
Having been an SMF 24 in banks and responsible for a key vendor supporting one or more important business services, I was intrigued to experience how that works from the inside. Finova’s ambition to combine innovation with resilience really stood out. The opportunity to help scale a business that’s transforming financial services, while embedding operational excellence, was compelling.
What are your key priorities as Director of Operations — and what are you most excited to get stuck into?
Building a scalable operating model, strengthening governance, and ensuring service delivery excellence. I’m excited about creating a culture that balances high performance with adaptability — and making sure our customers feel the benefit of every improvement.
What changes are you driving across the operating model, and how will that improve the experience for customers and colleagues?
We’re streamlining internal processes across risk, compliance, IT, and managed services. While Finova isn’t regulated, many of our customers are — so we’re focused on helping them meet their obligations by embedding resilience and robust controls into our services. This means better service delivery, fewer bottlenecks, and a more seamless experience for customers and colleagues alike.
How do you approach balancing strong delivery with the flexibility needed for future growth?
It’s about building foundations that are robust but not rigid. Governance and controls give us confidence, while modular processes and scalable systems allow us to pivot as the market evolves.
You’ve worked across fintech, legal tech, and more — what lessons are you bringing to Finova from those industries?
Three things: the importance of customer-centric design, the value of data-driven decision-making, and the need for resilience in every layer of the business. Having seen operational resilience from both the regulator’s perspective and the industry side, I know how critical it is to anticipate risk and build flexibility into the operating model.
You’ve spoken about wanting to build “a high-performance culture with heart.” What does that mean in practice?
It means setting ambitious goals and holding ourselves accountable, while creating an environment where people feel supported and valued. Performance and empathy aren’t mutually exclusive, they’re complementary.
Change can be challenging in any business — how do you bring people with you on the journey?
Transparency, communication, and involvement. People need to understand the ‘why’ behind change and see how it benefits them and our customers. Listening is just as important as leading.
Looking ahead, what does great operational delivery look like at Finova in 12 months’ time?
A business where operations are a strategic enabler — not just a back-office function. Seamless processes, scalable systems, and a culture that embraces continuous improvement.
Quick-fire round
- Best piece of advice you’ve ever received?
Focus on what you can control, influence what you can’t.
- Go-to productivity hack?
Time-blocking and prioritisation — protect your deep work time.
- Most-used app on your phone?
WhatsApp to stay connected with friends and family, LinkedIn for networking, and YouTube Music for focus playlists.
- One thing people would be surprised to learn about you?
I once worked at the Prudential Regulation Authority — so I’ve seen operational resilience from the regulator’s side as well as the industry side.
- Coffee order?
Long black or Americano with an extra shot if that’s not available!
At Finova, operational excellence isn’t just about improving internal processes, it’s about building the right foundations to deliver better outcomes for our customers. From smarter delivery to scalable systems, Seb and the team are working behind the scenes to make sure we’re set up to support you today and tomorrow.
