Head of Operations

Role Purpose

The Head of Operations is responsible for leading Monoova's client and business operations function and ensuring the effective, controlled and scalable delivery of operational services across Domestic Payments and FX.

Reporting to the Chief Operations Officer, the role owns the day-to-day performance, maturity and continuous improvement of operational teams responsible for account maintenance, transaction management, settlements, reconciliations, collections, client technical support and related operational workflows.

The role is central to building a true Operations capability that standardises processes across domestic and FX products, improves service quality, embeds controls, enables scale through workflow automation and AI, and creates a more consistent client and internal business experience.

Key Responsibilities

Operations leadership

• Lead the Operations function across account maintenance, transaction management, settlements, reconciliations, collections and client technical support.

• Translate COO priorities into clear operational plans, team objectives, service standards and operating rhythms.

• Build a high-accountability, service-oriented Operations culture focused on quality, consistency, client outcomes and operational control.

• Manage team performance, capacity, prioritisation, ways of working and capability uplift.

• Create clarity of ownership across operational processes and reduce reliance on informal escalation pathways.

• Own and manage key relationships including banking partners.

• Contribute to COO strategy, planning & execution.

• Develop and foster strong working relationships & influence across peers and senior stakeholders to support the advancement of Monoova’s strategy, operational resilience & maturity.

Operational service delivery

• Oversee operational service delivery across Domestic Payments and FX.

• Ensure operational teams deliver timely, accurate and controlled execution of client and internal service requests.

• Own operational performance across key account maintenance and servicing activities, including client account configuration, limit management, client communication workflows, transaction queries, funds recovery and service maintenance activities.

• Oversee transaction management activities including disputes, dishonours, cancellations, declines, transaction investigations and first-line fraud investigation where allocated to Operations.

• Oversee settlements, reconciliations and collections activity, including fund matching, manual adjustments, payment confirmations, physical fund movements and collections.

• Ensure operational activities are appropriately prioritised, tracked and reported through Jira, CRM and other agreed workflow systems.

• Engage with relevant stakeholders to interpret regulatory, scheme & bank requirements and manage changes & processes to ensure ongoing compliance.

Process maturity and controls

• Lead the Operations process maturity program, including documentation, standardisation, control uplift and review cadence.

• Ensure core operational procedures are documented, current, understood and embedded into daily practice.

• Define and maintain service catalogues, request workflows, approval pathways, maker/checker controls and escalation processes.

• Oversee controls for account maintenance, configuration changes, transaction processes, reconciliation exceptions and client-impacting operational activity.

• Drive closure of known process and control gaps, including workflow, SLA, reporting and documentation gaps.

• Ensure audit trails, evidence retention and operational records support internal assurance, external audit, scheme obligations and regulatory scrutiny.

SLA, workflow and reporting management

• Define and manage team-level SLAs for relevant Operations processes.

• Establish operational dashboards and reporting for request volumes, ageing, SLA performance, exceptions, rework, client-impacting issues and control breaches.

• Ensure Jira, CRM/Microsoft Dynamics and Confluence are used consistently as systems of record for operational workflows, client requests, knowledge assets and procedures.

• Mature workflow design so that work is appropriately triaged, assigned, approved, executed and reported.

• Use metrics to identify bottlenecks, capacity gaps, training needs, automation opportunities and control weaknesses.

Client experience and communications

• Oversee client-facing operational communications relating to account maintenance, service changes, incidents, maintenance windows, transaction queries and operational updates.

• Ensure client communications are clear, consistent, accurate and supported by approved templates or scripts where appropriate.

• Partner with Client Success to ensure operational service delivery supports a strong client experience.

• Ensure operational teams understand the client impact of work, particularly where account settings, payment capabilities, limits, disputes or service changes are involved.

• Support client-facing workflows and communication standards that improve consistency and reduce reliance on ad hoc escalation.

Key Competencies:

• Commercially minded and outcome focused. Willing to get ‘hands-on’ to deliver for our clients.

• Strong people leader with high accountability standards.

• Client-focused and operationally disciplined.

• Structured, practical and action-oriented. Systems thinking and experience developing and implementing structured, controlled processes.

• Strong collaborator across immediate and peer teams.

• Improvement-minded and technology-enabled; curious to learn and adopt agentic capabilities to support efficiency.

• Calm and effective in escalation and high-pressure environments.

• Strong communicator who brings clarity to ambiguity.

• Able to build trust & rapport with executives, teams and external relationships.

Your experience and knowledge:

• 5-7 years operations management and service delivery.

• Strong process design, procedure documentation and control implementation.

• Demonstrated SLA and performance management.

• Jira / Jira Service Management workflow oversight.

• CRM experience (Microsoft Dynamics preferred).

• Confluence & Jira Service Desk knowledge management.

• Operational reporting and dashboard interpretation.

• Incident, issue, exception and escalation management.

• Workforce planning and team performance management.

• Continuous improvement, automation and AI adoption.

Monoova Culture and Benefits

• We reward great work with short-term incentives that recognise your impact and dedication.
• We offer learning budget, opportunities, workshops, and development programs to help you thrive.
• Great flexibility with a mix of remote and in-office work. Extra leave benefits like Birthday leave and Diversity leave, to celebrate cultural and personal milestones.
• 16 weeks paid parental leave for primary carers, so you get extra time with your newborn and to recover
• Enjoy special vouchers for your Birthday and Work Anniversary: because your moments matter.
• Enjoy free snacks, drinks, or other goodies, on the house!