Director of Global Operations - 18 months Maternity Cover

• Setting objectives and performance expectations, running reviews, and developing future leaders, with a focus on internal promotion and career development

• Managing the team through the leadership transition, including a clear handover at the start and a clean hand back at the end of the cover

Organisational Design and Team Leadership

• Lead and Develop an Operational team that provides a 5-star 24/7 consistent customer support experience

• Manage team capacity and proactively resource a global team who can support the scaling company and customer base

• Work with HR to develop and implement clear, defined and structured job specifications and career development frameworks for roles within the Operations function and provide mentoring and coaching

• Foster a culture of continuous learning, experimentation, and improvement

Operational Excellence and Customer Support

• Drive a high-accountability, high-ownership, high-performance culture

• Continuously identify and implement process efficiencies, particularly utilising AI tooling as appropriate, to improve both the day-to-day running of the team and improve the quality and speed of customer responses

• Establish, baseline and continuously improve on key team performance metrics and SLAs

• Collaborate with related teams such as Banking Partnerships and Relationship Management to ensure effective end-to-end action for key customer retention and third-party provider performance

• Partner with Product Engineering tribe leads to keep visibility on delivery commitments, surface risks early, and factor operational dependencies into product planning

• Define and prioritise, with Product Engineering, a backlog of continuous operational improvements

Incident Management

• Define and implement the long-term strategy for incident management at Sokin, encompassing Engineering, Data, Security and Legal issues alongside relevant stakeholders

• Design, implement and scale a full end-to-end incident management process and accountable team, including resourcing and tooling

• Ensure the accurate and timely reporting of incident metrics, follow ups and regulatory reporting as needed

• Work with Engineering to reduce recurring issues and speed up or automate incident response

• Define, baseline, and set targets for incident metrics such as MTTR with Engineering leadership

Data

• Lead and Develop a Data team that delivers a best-in-class internal data reporting and insights function to stakeholders across the business

• Support the Head of Data in the design and implementation of the data strategy, from resourcing and tooling to prioritisation and frameworks

• Support the implementation and rollout of the data request and approval process, ensuring adherence to data security procedures and legal and regulatory requirements

• Help establish, baseline and improve SLAs and a consistent framework for the response and delivery of both data access and reporting requests

What We’re Looking For

• Experience in FinTech operations, including cross-border payments, reconciliation, and customer support

• Experience in fast-paced, scaling Agile environments delivering API-led products

• Direct experience working alongside Product Delivery teams, with involvement in requirements gathering, operational go live testing and launch support

• Exceptional communication and stakeholder management skills

• Servant team leadership with a passion for personal and professional development and internal promotion and career development

Please note, candidates will need to have the right to work in the jurisdiction that they are looking to work in.

Sokin is an equal opportunities employer and committed to maintaining an inclusive work environment. As a growing global startup with bases across multiple countries, we were established on and continue to promote an agile, flexible working culture. Please reach out to discuss any accommodations you may require during the recruitment process.