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About the Role
Remitly is seeking a Head of Operations (Australia) to serve as the Chief Operating Officer for its Australian entity. This role involves overseeing operations in Australia and the broader ANZ market, focusing on driving operational excellence, governing outsourcing, ensuring regulatory compliance, and implementing scalable processes for business growth. The position is based in Sydney with APAC travel and requires the candidate to meet ASIC and AUSTRAC regulatory requirements.
Responsibilities
- Own outsourcing governance, developing structures to oversee, monitor, and assess the firm's outsourcing framework and associated risks in line with Corporations Act obligations.
- Establish Intercompany Agreement and outsourcing change management processes with Legal and Compliance for service metrics and SLAs.
- Govern outsourced service performance across the business, overseeing performance assessment and regulatory reporting of KPIs.
- Drive cross-functional strategic initiatives across outsourced functions, focusing on customer service, complaints, money transfer service performance, Compliance, Finance, Treasury, Audit, Marketing, Facilities, HR, and IT Services.
- Own the customer experience outcome, overseeing the customer complaints function and internal dispute resolution standards.
- Build the entity's operational resilience by developing and maintaining business continuity and operational resilience arrangements.
- Oversee internal processes for wind down planning and coordinate compliance.
- Deliver Board and executive reporting, preparing quarterly reports for the Board and ad hoc reporting for senior management.
- Scale the operating model by implementing efficient processes and standards across Remitly Australia.
- Design and facilitate the development of group and Australia-specific policies and procedures.
- Liaise with legal counsel and global stakeholders to identify and evaluate local service providers.
- Manage contracts and relationships with customers, vendors, and partners.
- Own operations KPIs and drive sustainable growth across Australia.
Requirements
- 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 individuals.
- Strong grasp of drivers and mechanics for high transaction volume businesses and the ability to apply high judgment.
- Full understanding of ASIC's licensee obligations and outsourcing expectations, AUSTRAC remittance sector obligations, and their application to a regulated entity in Australia.
- Proven track record in managing outsourced services within a regulated environment and enhancing performance metrics.
- Experience working in a global matrix organization.
- Proven success working in fast-growth international environments.
- Extremely self-motivated and curious, with a desire to understand the Remitly customer and translate learnings into strategies.
- Strong alignment to Remitly's 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 must satisfy ASIC responsible manager competence requirements and the entity's fit and proper assessment prior to appointment.
Location
- Sydney
Work Type
- Hybrid
Experience Level
- 10+ years
Education Level
- MBA or graduate degree in a quantitative discipline preferred
Benefits
- Medical, Dental & Vision via Bupa
- Life Insurance & Disability
- Employee Stock Purchase Plan (ESPP) available for eligible employees
- Mental Health & Family Forming Benefits
- Continuing education
About the Company
- At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind.
- We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation.
- Join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.
Equal Opportunity
- Remitly is an E-Verify Employer
- Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.