Head of Operations

Responsibilities :

Lead and manage the day-to-day operations of the ANZ fiat and digital asset exchange business, ensuring operational resilience, scalability and efficiency.Build, optimise and oversee internal operational frameworks across:

fiat onboarding and payments,customer operations, transaction monitoring, reconciliations, settlements, custody operations,and exchange support functions.

Partner closely with Compliance, Risk, Legal and Finance teams to implement operational controls aligned with:

AUSTRAC obligations,

ASIC expectations,

AFSL requirements,

internal governance frameworks,

and evolving regulatory standards.

Develop and implement operational policies, procedures and controls to effectively identify, monitor and mitigate operational, conduct and customer risks.

Own operational readiness for new products, banking integrations, payment rails and regulatory initiatives across Australia and New Zealand.
Drive automation, process optimisation and operational tooling improvements to improve scalability and customer experience.

Work cross-functionally with Engineering, Product, Compliance, Risk, Finance, Marketing and Senior Leadership teams to deliver operational initiatives and strategic priorities.

Establish and monitor operational KPIs, SLAs and reporting metrics, including escalation management and incident response frameworks.

Lead customer operations and ensure customer queries, escalations and complaints are handled professionally, efficiently and in accordance with internal policies and regulatory obligations.

Build and manage high-performing operational teams, fostering a culture of accountability, ownership, execution and continuous improvement.

Support external audits, regulatory reviews, banking due diligence requests and internal governance reporting requirements.

Continuously identify opportunities to improve operational efficiency, reduce risk exposure and enhance customer outcomes.

Requirements

Bachelor’s degree or higher in Finance, Business, Engineering, Economics or a related discipline.

10+ years of experience in operations, business operations or operational risk within:

- cryptocurrency exchanges,
- fintech,
- financial services, payments,
- trading platforms,
- or banking environments.

Proven experience building and scaling operational infrastructure within a cryptocurrency exchange or regulated financial services business.

Strong understanding of: cryptocurrency markets, blockchain technology, fiat payment systems, trading operations and exchange infrastructure.

Demonstrated experience working within regulated environments, including exposure to AUSTRAC, ASIC, AFSL.

Excellent stakeholder management and communication skills with the ability to work effectively across technical and non-technical teams.

Strong analytical, problem-solving and decision-making capabilities with exceptional attention to detail.

Ability to operate effectively in a fast-paced, high-growth and high-pressure environment.

Experience leading operational teams and driving performance through data, automation and process improvement.

Prior experience supporting banking relationships, audits or regulatory engagements is highly regarded.