The Company
This is a high-growth, profitable business operating at the heart of global financial services. With 250+ people across offices in the UK, Toronto, and Dubai, they deliver cross-border payment solutions, Virtual IBAN, and FX risk management capabilities to a diverse client base. With APAC expansion on the horizon and an active M&A strategy, the business is entering an exciting new phase of scale.
The Opportunity
This is a senior operational leadership role with a broad, global remit. As Group Operations Director, you will own and drive the performance of the operational function – spanning KYC/onboarding, customer support, treasury/safeguarding, and payments – as the business continues to grow in complexity and geographic reach.
This is a high-impact position for an operationally minded leader who understands how a best-in-class operations function should be structured, and who can bring the rigour, process, and people leadership to make it a reality.
Key Responsibilities
Operational Leadership
- Own the end-to-end operational function, setting the strategy and standards across all teams
- Act as the senior point of accountability for operational performance, risk, and continuous improvement
- Partner closely with the COO and broader leadership team to ensure operations enables – rather than constrains – commercial growth
Team Leadership
- Directly manage a team of 6 reports across Onboarding, Customer Support, Treasury/Safeguarding, and Payments
- Build a high-performance culture: clear goals, strong accountability, and a genuine commitment to developing talent
- Drive cross-functional collaboration and alignment across operational disciplines
KYC & Onboarding
- Own first-line KYC and client onboarding processes, ensuring a frictionless yet compliant experience
- Continuously refine onboarding workflows to improve speed, quality, and scalability
- Work closely with compliance and risk to ensure regulatory obligations are met globally
Payments & Treasury / Safeguarding
- Oversee payment operations and treasury/safeguarding functions, ensuring accuracy, efficiency, and regulatory compliance
- Manage and develop key banking relationships, ensuring operational continuity and the ability to scale
- Identify and mitigate operational risk across payment flows and treasury activities
Customer Support
- Lead the implementation and ongoing development of the customer support function
- Set and monitor service standards, driving a client-first culture across the team
- Use client feedback and data to identify recurring issues and drive structural improvements
What We’re Looking For
Experience
- Significant experience in an operational leadership role within FX, payments, or broader financial services
- Proven track record managing multi-disciplinary teams across complex, regulated environments
- Hands-on experience working with banking partners and navigating banking relationships at a senior level
Skills & Approach
- A clear understanding of how a modern, scalable operations function should be structured and run
- Strong process orientation – able to introduce structure and rigour without creating unnecessary bureaucracy
- Commercially astute, with the ability to connect operational excellence to business outcomes
- Exceptional stakeholder management and communication skills at all levels
- A hands-on leader who leads by example and is comfortable rolling up their sleeves when needed
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