Head of Operations

Job description

Job Description: 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. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward. We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders. About the Role: Remitly is hiring a Head of Operations (Australia) who will act as Chief Operating Officer of our Australian entity, overseeing our operations in Australia and the broader ANZ market. We are looking for 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 Sydney, with travel across the APAC region. The role is a nominated responsible manager under the entity's Australian Financial Services Licence and must satisfy ASIC's competence and good fame and character requirements, and the entity's fit and proper assessment for its AUSTRAC remittance registration. You Will: Own outsourcing governance. Develop the structures and mechanisms to oversee, monitor, and assess the appropriateness and performance of the firm's outsourcing framework, including outsourcing arrangements and associated risks, in line with the licensee's general obligations under section 912A of the Corporations Act and ASIC Regulatory Guide 104. Establish, with Legal and Compliance, the Intercompany Agreement and outsourcing change management processes governing all changes to service metrics and SLAs with the entity's service providers, ensuring clear records and an audit log for ASIC and AUSTRAC in accordance with Australian material service provider requirements and the Outsourcing Policies. Govern outsourced service performance across the business. Through the business delivery team, oversee performance assessment and the associated regulatory and Board reporting of all outsourced services' KPIs, ensuring adherence to agreed service standards by all providers. Drive cross functional strategic initiatives across all outsourced functions and services delivered to the Australian business, with particular focus on customer service operations; customer complaints and errors processes and procedures; performance of the money transfer service; Compliance, Finance, Treasury, Audit, Marketing, Facilities, HR, and IT Services. Own the customer experience outcome. Oversee the customer complaints function, processes, and procedures across Remitly Australia, including internal dispute resolution standards under ASIC Regulatory Guide 271 and the entity's obligations as a member of the Australian Financial Complaints Authority. Be customer obsessed and drive executional excellence on the initiatives that support Remitly Australia's strategic agenda. Build the entity's operational resilience. Working cross functionally with relevant Remitly stakeholders, develop and maintain the entity's business continuity and operational resilience arrangements, and oversee the internal processes regarding wind down planning, including coordination of the entity's compliance in those respects. Deliver Board and executive reporting. Prepare quarterly reports for the Board of Directors, along with regular and ad hoc reporting requested by the Australian entity's CEO, Board, and senior management stakeholders across Remitly. Scale the operating model. Implement efficient processes and standards across Remitly Australia and drive their embedding and operationalisation. Design and facilitate the development of group and Australia-specific policies and procedures that align with the overall strategy. Where required, liaise with legal counsel and global stakeholders to identify and evaluate local service providers and manage contracts and relationships with customers, vendors, and partners. Own operations KPIs and help drive sustainable growth across Australia. 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 the ability to apply high judgment. Full understanding of ASIC's licensee obligations and outsourcing expectations, AUSTRAC remittance sector obligations, and how they apply to a regulated entity operating in Australia. Proven track record in managing outsourced services within a regulated environment and enhancing performance metrics. Experience working in a global matrix organisation. Proven success working in fast growth international environments. Extremely self-motivated and curious, with a 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 satisfy ASIC responsible manager competence requirements and the entity's fit and proper assessment prior to appointment. Our 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 Our Connected Work Culture: Driving Innovation, Together At Remitly, we believe that true innovation sparks when we come together. Our Connected Work Culture fosters dynamic in-person collaboration, where ideas ignite and challenging problems find solutions faster. Under the Company's current hybrid-work expectations, employees in this position work onsite Tuesday through Thursday each week. Additional onsite attendance may be required based on business needs, and the Company may modify its hybrid-work expectations from time to time. These intentional in-office moments are vital for deepening relationships, fueling creativity, and ensuring your impact is felt where it matters most. Remitly is an E-Verify Employer At Remitly, we are dedicated to ensuring that our workplace offers equal employment opportunities to all employees and candidates, in full compliance with applicable laws and regulations. Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.