Nataliia Zorova
Chief of Staff
Operations leader, 15+ years as the person C-level executives rely on to get things done. Last 5 in fintech. I come into businesses where operations are held together by hand and turn them into systems that actually hold. I sit close to leadership, pull finance, product, and engineering in the same direction, and find the real reason things break instead of patching the symptom. I'm at my best building order where there wasn't any, not maintaining someone else's.
0+
Years experience
0
Languages
0
Skills
Work Experience
Business Operations Lead (promoted from Reconciliation Specialist )
RoboMarkets
Aug 2023 — PresentCurrentLimassol, Cyprus
- Designed and implemented Payment Incident Management from scratch: unified alert channel, first-response template, registry with escalation and status fields, cross-team playbooks (IT, payment ops, Anti-fraud, reconciliation), task tracker integration, per-incident financial analysis, and real-time status visibility.
- Led cross-functional delivery across IT, Business Analysts, Data, Finance, PSP managers, Anti-fraud and Payments Operations. Translated business needs into technical requirements and delivered working solutions.
- Initiated and scoped reconciliation automation project: defined requirements for IT, resulting in a proprietary matching engine being built.
- Identified and resolved €1M+ in financial discrepancies over two years, improving overall financial accuracy.
- Reduced payment ops error rate by ~60% and financial losses from manual errors by ~75% through SOP redesign and operator onboarding improvement.
- Cut over 30 hours of manual work per week by automating data transfers via API into the CRM.
- Mentored one direct report: 1:1s, KPI design, training. Team member now independently maintains a bilingual (RU/EN) knowledge base in Confluence.
- Delivered quarterly executive reporting: error analysis, provider performance trends, remediation status.
Payment Operations Team Lead
Mediacube (MCPay)
Sep 2021 — Aug 2023Larnaca, Cyprus
- Distributed daily tasks across payment operators by payment method and SLA priority.
- Processed payments across all channels: bank transfers, cards, crypto, e-wallets, APMs.
- Primary English-language contact for PSPs and external partners through onboarding and partnership stages.
- Collaborated with Product and IT on CRM improvements, field configuration, balance tracking, and alert setup.
- Developed operational guides to support team interchangeability, rotation and continuity.
Chief of Staff (de facto) · Executive Assistant & Operations Coordinator
Spetsstroykonstruktsiya LLC
Mar 2013 — Sep 2019Moscow, Russia
- Designed and ran the company's operating rhythm: weekly CEO and senior management meetings, full task-tracking system in Google Sheets (decisions, owners, deadlines, blockers), status reports before every session, cross-departmental follow-up throughout the week.
- Designed and rolled out a company-wide contract approval workflow: routing, timelines, ownership and tracking across 70+ concurrent contracts. Eliminated lost documents and delays.
- Led transition from paper-based to electronic document management (Outlook), reducing processing time and errors across departments.
- Supported up to 4 C-level executives: travel, visas, documentation and business coordination.
- Organised corporate events for teams of up to 400 people.
- Managed internal document flow, procurement of equipment and office supplies, vendor coordination.
- Hired, trained and handed over to administrative staff as the role grew in scope.
- Coordinated drivers, IT support, expense reporting, and facilities management.
Skills
Chief of Staff and executive partnershipBuilding systems and processesIncident managementCross-functional coordinationOperational rhythm designSOP developmentStakeholder and partner managementReporting and executive insights
Education
Master's Degree, Economics
Finance University under the Government of the Russian Federation
9-month programme, Team Management
STRATOPLAN Management School
Certifications
Team Management | Certificate
View credential English C1 | Certificate EF SET
View credential Languages
English
Advanced
Russian
Native
Greek
Basic
Volunteering
Fundraising, operational support, adoption awareness
William's Dog Shelter, Cyprus
References available upon request.