Description
Department: Operations
Location: London
Overview of the role
The Operations Director is a senior leadership role responsible for the end-to-end operational performance of the business across multiple jurisdictions. The role oversees Settlements, KYC/Onboarding, Safeguarding and Client Services, ensuring operations are delivered efficiently, compliantly and at scale within a regulated payments environment.
The Operations Director will play a critical role in supporting the Company’s international growth, enhancing operational controls and scalability, and preparing the organisation for further expansion.
Key Responsibilities
Operational Leadership & Execution
- Own and lead day-to-day operations across the UK and Dubai, ensuring scalable, efficient, and high-performing delivery across all business functions.
- Act as a senior operational leader, contributing to company strategy, governance, organisational planning, and long-term scalability.
- Support international expansion initiatives by building scalable operational models capable of supporting multi-jurisdiction growth and regulatory complexity.
Operational Excellence & Process Improvement
- Drive operational excellence through automation, tooling, process optimisation, and continuous improvement initiatives.
- Foster a strong operational culture focused on ownership, quality, risk awareness, and continuous improvement.
- Drive data-led operational decision-making through enhanced reporting, management information, and process visibility.
- Define, monitor, and report on operational KPIs, SLAs, and performance metrics to drive accountability and informed decision-making.
Operational Resilience, Risk & Controls
- Take ownership of the operational resilience framework, ensuring robust controls, incident management, and recovery capabilities.
- Develop, implement, and maintain business continuity and disaster recovery plans.
- Own and continuously enhance the operational risk framework, ensuring risks, controls, and mitigation measures are effectively managed.
- Ensure strong operational controls, governance standards, process documentation, and risk mitigation frameworks are embedded across the business.
- Lead operational incident management, root cause analysis, and remediation activities to minimise disruption and strengthen resilience.
Team Leadership & Workforce Management
- Build, lead, and develop high-performing teams across multiple regions, fostering accountability and collaboration.
- Ensure workforce planning, resource allocation, and capacity align with growth objectives and strategic priorities.
- Establish clear performance management structures, succession planning, and career development pathways across the operations function.
Regulatory, Compliance & Governance
- Partner closely with Legal, Risk, and Compliance teams to ensure alignment with regulatory obligations across jurisdictions.
- Prepare operational frameworks for regulatory change, new licensing requirements, and expansion into new markets.
- Support regulatory inspections, audits, governance reviews, and reporting obligations.
Product, Technology & Operational Readiness
- Partner with Product and Technology teams to design scalable, compliant, and customer-centric operational workflows.
- Lead operational readiness for new licensed products and services, ensuring processes, controls, systems, governance, and resourcing are established prior to launch.
Vendor & Third-Party Management
- Oversee third-party operational vendors and outsourcing relationships, ensuring service quality, compliance, and operational effectiveness.
Skills, Knowledge and Expertise
- Proven track record in building and scaling operational teams within the fintech industry.
- Strong cross board payments experience – reconciliation and processing.
- Strong FX experience – reconciliation, and processing.
- Proficient with Microsoft Office Suite.
- A true team player with a winning mentality and strong work ethic committed to continuous improvement and high performance.
- Adaptable, tenacious and flexible – able to perform under pressure.
- Experience in leading and developing high performing teams with the ability to inspire, motivate, and energize teams to achieve high performance.
- Ability to create context and clarity for team members and handle difficult conversations.
- Ability to create a results-oriented environment where success is celebrated and high-performance standards are constantly upheld.
- Excellent verbal and written communication skills.
Benefits
- Time to Recharge
- 25 days’ annual leave, plus bank holidays
- An extra day off for your birthday
- Holiday loyalty scheme rewarding long-term service
- Work abroad scheme for added flexibility
- Financial Wellbeing
- Competitive pension scheme via salary exchange
- Annual discretionary bonus scheme (eligible after probation)
- Financial education, planning & coaching platform
- Interest-free Season Ticket Loan for London travel
- Salary exchange nursery fee scheme
- Health & Wellbeing
- Life Insurance
- Healthcare platform including
- Cashback on dental, optical & physio
- Virtual GP access
- Mental health and stress support helplines
- Additional wellbeing resources
- Family & Lifestyle Support
- Enhanced parental leave
- Cycle to work scheme
- Flexible benefits that support everyday life
- Growth & Career Development
- Career development and progression tools
- Opportunities to grow within a fast-scaling international business
- A Great Team Culture
Diversity & Inclusion
We believe that diversity and inclusion are essential to our success. We are committed to fostering a culture where everyone feels valued and respected, regardless of their background, identity or experiences. By embracing diverse perspectives and promoting equity, we aim to create an environment where all employees can perform and reach their full potential.
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