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 who will be acting as the Chief Operating Officer of our UK legal entity. Are you a strategic thinker with analytical rigour with strong attention to detail? 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)? The ideal candidate will be 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.

You will be based in London. The role will be FCA-approved, so candidates must meet minimum requirements of the FCA's fitness and probity rules.

You Will:

• 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 

You Have:

• 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

Our Benefits:

• Paid Vacation Days
• Health insurance
• Commuter benefit
• Learning and development benefits
• Employee Stock Purchase Plan (ESPP)
• Mental Health & Family Forming Benefits
• Corridor Travel Benefit Reimbursement

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.