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Head of Operations

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Remitly

Oct 13, 2024

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • London
  • Quick Apply

AI generated summary

  • You need 7+ years in fast-paced ops, experience in tech or finance, strong leadership skills, outsourcing knowledge, and an MBA or quantitative degree. Must pass FCA assessment.
  • You will manage outsourcing frameworks, oversee compliance, evaluate service providers, analyze data, foster stakeholder communication, and drive operational excellence and growth initiatives.

Requirements

  • 7+ years of work experience in fast paced operational environments. Ideal candidate background:
  • Prior experience in tech/digital, consumer tech, eCommerce, FinTech, banking, private equity, or venture capital preferred
  • Strong experience in building and managing to scale.
  • Experienced and inspiring people leader, able to attract, engage and develop high performing stars.
  • Strong grasp of drivers and mechanics for high transaction volume businesses and ability to apply high judgment.
  • Full understanding of outsourcing guidelines and/FCA outsourcing requirements and how they apply to a regulated entity.
  • Proven track record in managing outsourced services within a regulated environment and enhancing performance metrics.
  • Experienced working in a global matrix organisation.
  • Proven success working in fast growth international environments.
  • Extremely self-motivated and curious - desire to understand the Remitly customer, and translate those learnings into strategies.
  • Strong alignment to our mission and values.
  • Embraces a test-and-learn culture and data driven decision making.
  • MBA or graduate degree in a quantitative discipline is preferred.
  • Candidate will need to pass fitness and probity assessment set by the FCA

Responsibilities

  • Manage the outsourcing arrangements and agreed structures and mechanisms to oversee, monitor and assess the appropriateness and performance of the company’s outsourcing framework including outsourcing arrangements and associated risks.
  • Work cross functionally with Business Management, Legal, Compliance, Risk and the broader Remitly leadership team to establish ICAs (Intercompany Agreements) governing all changes to service metrics and service level agreements with the entity’s service providers and ensuring clear records and audit logs for the FCA in accordance with the FCA guidelines on outsourcing and the Remitly Outsourcing Policies.
  • Maintain first line ownership and oversight of the outsourcing register and ensure that all areas specified within are conducted in accordance with legal, regulatory and ethical standards outlined by the Financial Conduct Authority (FCA) and other relevant regulatory bodies.
  • Apply appropriate risk management process and internal controls to identify, measure, manage, monitor and report any risks associated with the agreed outsourcing arrangements.
  • Identify and assess potential risks associated with outsourcing and implement mitigation strategies. Ensure that service provider agreements comply with regulatory, data security, and privacy requirements outlined by the relevant authorities.
  • Monitor and evaluate the performance of all outsourced service providers against the agreed-upon SLAs.
  • Conduct regular performance reviews and provide feedback to all service providers to ensure continuous improvement and adherence to quality standards. Act as a point of contact for issue resolution, working closely with the service provider to address challenges promptly and effectively.
  • Collect and analyze data related to outsourced activities across all areas, prepare comprehensive reports and dashboards for management, stakeholders and various committees and Board meetings.
  • Regularly review the outsourcing strategy in place, ensuring it is aligned to the business strategy, business model, risk appetite and risk management framework. Ensure that the outsourcing strategy is supported through appropriate policies, procedures and controls.
  • Analyze current processes, identify inefficiencies, and design streamlined workflows that align with industry best practices.
  • Support Remitly globally in standing up business delivery/outsourcing best practices in new jurisdictions.
  • Refine and maintain a Business Continuity Plan along with ensuring appropriate operational resilience is in place to deliver on all critical services.
  • Maintain open and transparent communication channels with internal stakeholders, outsourcing partners and vendors. Facilitate collaboration between the company's teams and external partners to achieve shared goals.
  • Own governance and oversight for the First Line of Defense (1LOD) applicable risk assessments and control inventories, operational resilience and cross-functional collaboration to drive strategic initiatives in relation to all outsourced functions and services delivered to the UK business to promote and support a culture of compliance and high customer centricity and satisfaction with particular focus on Customer service operations; Customer complaints and errors processes and procedures; performance of the Money Transfer Service; Compliance, Finance, Safeguarding, Treasury, Audit, Marketing, Facilities, HR, and IT Services.
  • Oversight of customer complaints function, processes and procedures across Remitly UK.
  • Design and facilitate the development of Remitly UK specific policies and procedures that align with the overall strategy.
  • Build strong relationships and work in close collaboration with the UK CEO and broader Executive team to support a culture of compliance and customer excellence and to ensure that all required policies and procedures are implemented in line with applicable law, regulations and license obligations.
  • Be customer obsessed and drive executional excellence on key initiatives to support Remitly UK’s strategic agenda.
  • Own operations KPIs and help drive sustainable growth across the UK.

FAQs

What is the primary responsibility of the Head of Operations at Remitly?

The primary responsibility is to act as the Chief Operating Officer of the UK legal entity, overseeing and ensuring operational excellence, managing outsourcing arrangements, and ensuring regulatory compliance while supporting business growth.

Where is this position based?

This position is based in London.

What qualifications are required to apply for the Head of Operations role?

Candidates should have 7+ years of work experience in fast-paced operational environments, preferably in tech/digital, consumer tech, eCommerce, FinTech, banking, private equity, or venture capital.

What kind of experience is preferred for candidates applying for this role?

Candidates with strong experience in building and managing operations at scale, as well as experience managing outsourced services within a regulated environment, are preferred.

Is there a specific educational background needed for this position?

An MBA or graduate degree in a quantitative discipline is preferred.

What are the key skills required for the Head of Operations role?

Key skills include strong analytical abilities, operational excellence, understanding of outsourcing guidelines, people leadership, and a customer-centric approach.

Are candidates required to meet any regulatory standards?

Yes, candidates must meet the minimum requirements of the FCA's fitness and probity rules.

What does the role entail regarding customer complaints?

The Head of Operations will oversee the customer complaints function, processes, and procedures across Remitly UK.

What type of work culture does Remitly promote?

Remitly promotes a test-and-learn culture and data-driven decision making, emphasizing customer obsession and executional excellence.

What benefits does Remitly offer to its employees?

Remitly offers benefits including paid vacation days, health insurance, commuter benefits, learning and development benefits, an Employee Stock Purchase Plan (ESPP), and mental health and family-forming benefits.

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Remitly

We are united through our mission - to tirelessly deliver on our promise to immigrants sending money across the world.

Finance
Industry
1001-5000
Employees
2011
Founded Year

Mission & Purpose

Remitly is a company that provides digital remittance services, enabling individuals to send money internationally in a safe, convenient, and cost-effective manner. Their ultimate mission is to transform the lives of immigrants and their families by providing them with financial inclusion and empowerment. Remitly's purpose is to create a global financial system that is more inclusive, accessible, and fair, allowing people to seamlessly send and receive money across borders, bridging the gap between loved ones and promoting economic opportunities worldwide.

Benefits

  • Continuing Education or Travel Stipend

    Spend up to $1,000 per year on costs related to continuing education or on travel to countries Remitly serves, allowing you to gain insights to our customer’s journeys.

  • Office Culture

    All of our office spaces offer our employees a place to collaborate and celebrate. With locally sourced artwork and vibrant designs, they create an environment that all can enjoy.

  • Flexible PTO, Schedules and Leaves

    Fill your cup up outside of work and take advantage of our generous paid time off policies, leave policies, and flex working hours to ensure you are able to meet the demands of life outside of work.

  • DEI Learning Opportunities

    Tap into the learning routines, resources and affinity groups Remitly provides to help you further your own DEI journey.