Operations Lead

Responsibilities

• Additional responsibilities will include oversight of our investment products, putting in place cash management, settlement, and reconciliation, and first-line risk management.
• Responsibility for building, training, and developing a team for future scale in support of a global business.
• Implementation of robust internal controls to ensure risk management in the day-to-day running of the team. Mitigating risk and operational error through fostering a dialogue of openness, honesty, and transparency.
• Treasury Management - including debit cards, cash, FX, and physical gold of customer and operational accounts, ensuring timely payment processing, confirmation, and reconciliation.
• Debit Card Issuing program and operational management - working with card networks, e. g. VISA, Mastercard, to ensure operational adherence to network rules and guidelines, complete with knowledge of card settlement processes - fees, refunds, and chargebacks.
• Work closely with the finance controller to ensure operational, third-party payments, and aggregated customer accounts net balance to zero each day and meet the regulatory reporting schedules of the relevant regulatory bodies by country, notably on meeting strict capital buffer requirements for the customer balances.
• Work with the Compliance, Product, and Technology teams to implement automated solutions primarily for operations, compliance, customer onboarding, and support.
• Play a lead role in the maintenance of quality assurance processes and implement streamlined processes for customers.
• Develop and manage vendor relationships and build upon strategic partnerships.
• Experience working across regions.
• Combining market research with a data-driven analytical approach to drive the strategy, understand the value proposition, set goals, and demonstrate ROI.
• Creating competitor and market analysis, staying ahead of trends, and competitor positioning.
• Propagating our purpose, mission, vision, and values.
  

A Touchdown, Quick Win (30 Days)

• Acclimatise with our Operations team and rapidly come up to speed with our existing Standard Operating Guidelines (SOGs).
• Understand team members' roles and responsibilities to begin assessment of Operations, Treasury, and Customer Support functions.
• Meet and develop relationships with all our key third-party providers.
• Lead the Operating forum for our retail product, Hugosave.
  

Found Your Feet (90 Days)

• Assess how we can improve and optimise Operational functions so we can create highly efficient teams.
• Work with founders and the team to define what a best-in-class operations team is - we believe this is a function of Operational Technology, well-defined processes, and suitable internal controls which enable efficient delivery.
• Take on the operational risk management framework and first line of defence reporting responsibilities to ensure continued cultural awareness of operational, compliance, and business risk.
• Develop a robust business continuity plan to be updated based on the growth of the company and annually.
  

Well Into Your Stride (180 Days)

• Ensure we implement and develop Operational Technology systems to improve operational efficiencies - automation and cost benefits.
• Ensure that you include cross-functional training of your growing team.
• Work closely with founders and the compliance team on new regional or country opening needs.
  

Requirements

• 8+ years of proven experience in a lead/senior operations role.
• Bachelor's/Master's degree or equivalent in a relevant subject area.
• Multidisciplinary experience within operational roles in financial services or fintech.
• Experience with Card networks on the acquiring side.
• Experience with consumer asset management operations, equity, bonds, and FX.
• CMS certified in Singapore (CMFAS).
• Strong knowledge of Southeast Asian markets (particularly Singapore).
• Passionate about joining an early-stage Fintech.
• Ability to identify, build, and enhance key relationships, influence, and challenge as required.
• Superior time management and very organised with excellent interpersonal and presentation skills.
• Fluent English speaker and writer, ideally with local language skills.
• They must have extensive knowledge in card payments, bank payment processing, and reconciliation, and excellence in customer service and care is a prerequisite for this role.
• Proven experience and success across the various disciplines of operations, specifically in debit (and credit) card payments, domestic local banking rails, and SWIFT payments - ideally within the B2C e-wallet, FX, and payment services sector.
• Ability to improve our Operations and Treasury goals, in alignment with strategic business objectives. Experience with creating operational flows, suggesting product improvements, and working on onboarding flows to provide a seamless customer experience.