Head of Operations

Job Description:

Remitly’s vision is to transform lives with trusted financial services that transcend borders. Since 2011, we have been tirelessly delivering on our promises to people who send money around the world. Today, we are reimagining global financial services and building products that extend beyond traditional barriers to give customers access to more of the services they need, no matter where they call home. Join over 2,700 employees worldwide who are growing their careers with purpose and connection with our customers while having a positive impact on millions of people around the globe.

About the Role:

Remitly is hiring a Head of Operations (EU) who will act Chief Operating Officer of our European entity, to oversee our operations in the EU. Are you a strategic thinker with analytical rigour? Do you love digging into the data, and putting in place playbooks for a scaling operation? Do you have an owner mentality, treating problems as solutions that are waiting to be discovered (by you)? You are a strategic thinker with a proven track record of driving operational excellence and governing outsourcing arrangements, ensuring regulatory compliance, and implementing scalable processes to support business growth.

This position will be based in Ireland, with travel to our office in London. The role holds the PCF-42 (Chief Operating Officer) function for Remitly Europe Limited, so candidates must meet minimum requirements of the Central Bank of Ireland's fitness and probity rules.

You Will:

• Be responsible for developing structures and mechanisms to oversee, monitor, and assess the appropriateness and performance of the firm's outsourcing framework including outsourcing arrangements and associated outsourcing risks.
• Deliver line management and leadership to the Business Operations team, grow and retain talent, ensure high engagement levels and motivation.
• Work cross functionally with Legal, Compliance, and the broader Remitly leadership team to establish ICA (Intercompany Agreement) and Outsourcing change management process governing all changes to service metrics and SLAs with the entity's service providers and ensuring clear records and audit log for CBI and FCA in accordance with the CBI and CA guidelines on outsourcing and the Outsourcing Policies.
• Through the business operations team, govern and oversee the performance assessment and associated regulatory and Board reporting of all outsourced services' KPIs ensuring adherence to the agreed service standards by all outsourced service providers.
• Own governance and oversight, and cross functional collaboration to drive strategic initiatives in relation to all outsourced functions and services delivered to the European businesses 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 Europe.
• Working cross functionally and liaising with relevant Remitly stakeholders, develop and maintain the entity's business recovery plan, the implementation of measures necessary to achieve the operationalisation of recovery and resolution strategies, and for overseeing the internal processes regarding wind down planning and operational resilience including the coordination of the entity's compliance in those respects.
• Prepare Quarterly Reports for the attention of the Board of Directors.
• Prepare regular and ad hoc reports requested by Remitly Europe's CEO, Board of Directors, and/or other senior management stakeholders across Remitly.
• Engage and build strong relationships with Remitly Global's senior managers to drive understanding of the entity's regulatory framework and requirements and to drive a strong agenda of cross cultural communication and collaboration.
• Implement efficient processes and standards across Remitly Europe, drive embedding and operationalisation where appropriate.
• Design and facilitate the development of group and Remitly Europe specific policies and procedures that align with the overall strategy.
• Where applicable and required, liaise with legal counsel and global Remitly stakeholders to identify and evaluate local service providers, manage contracts and relations with customers, vendors, and partners.
• Build strong relationships and work in close collaboration with Remitly Europe CEO and 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 Europe's strategic agenda
• Own operations KPIs and help drive sustainable growth across Europe

You Have:

• 10+ years of work experience in fast paced operational environments.
• 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 the EBA outsourcing guidelines and CBI 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 for PCF-42 before the Central Bank of Ireland.

Our Benefits:

• 34 days of vacation (including public holidays)
• Group private medical insurance
• Group pension (6% contributed) and group income protection
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits
• Learning and Development Benefits

We are committed to nondiscrimination across our global organization and in all of our business operations. Employment is determined based upon personal capabilities and qualifications without discrimination on the basis of race, creed, color, religion, sex, gender identification and expression, marital status, military status or status as an honorably discharge/veteran, pregnancy (including a woman's potential to get pregnant, pregnancy-related conditions, and childbearing), sexual orientation, age (40 and over), national origin, ancestry, citizenship or immigration status, physical, mental, or sensory disability (including the use of a trained dog guide or service animal), HIV/AIDS or hepatitis C status, genetic information, status as an actual or perceived victim of domestic violence, sexual assault, or stalking, or any other protected class as established by law.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.