COO, Head of Operations

Responsibilities

Operational Management

• Oversee the daily operations of the EMI, ensuring processes run smoothly and efficiently.
• Develop and implement operational strategies to support growth and scalability.
• Identify process improvements and implement changes to increase efficiency and effectiveness.
• Oversee outsourcing to group service providers.

Regulatory Compliance

• Ensure EMI operations comply with EMI/PSR requirements and relevant regulatory frameworks.
• Establish and maintain robust internal controls for regulatory compliance and operational integrity.
• Collaborate with the regional compliance officer on regulatory audits and reporting.

Risk Management

• Identify, assess, and manage operational risks.
• Develop risk-mitigation strategies and ensure business continuity.
• Oversee crisis and incident management plans and procedures.

Outsourcing Oversight

• Act as the nominated senior executive accountable for outsourcing in line with Central Bank of Ireland guidance.
• Oversee monitoring and performance management of outsourced service providers against agreed service levels and risk indicators.
• Ensure outsourcing arrangements comply with applicable Central Bank of Ireland and, where relevant, DORA ICT third-party risk-management requirements.
• Serve as the primary contact for outsourcing-related regulatory queries.
• Report outsourcing risk, concentration, and performance to the CEO, Board, and relevant committees.

Fraud Oversight

• Hold overall responsibility for fraud prevention, detection, and case-management outcomes.
• Oversee outsourced fraud operations and monitor performance against SLAs and KPIs.
• Ensure fraud risk appetite, controls, and management information align with the Risk Appetite Statement and applicable regulatory requirements.
• Escalate material fraud incidents, trends, and control gaps to senior governance bodies.

Technology and Security

• Oversee technology infrastructure to ensure it meets operational and regulatory requirements.
• Work with technology leadership to protect data and systems.
• Promote technological innovation that improves operations and user experience.

Customer Experience

• Ensure excellent, secure customer service and support.
• Establish mechanisms to gather and act on customer feedback.
• Oversee effective complaint and dispute resolution.
• Ensure operational compliance with the Consumer Protection Code 2025.

Strategic Planning and Stakeholder Engagement

• Support the General Manager, E-money and Payments Operations, in developing and implementing strategic initiatives.
• Set operational goals aligned with EMI and company strategy.
• Monitor progress and adjust plans as needed.
• Collaborate with senior executives and maintain relationships with internal and external stakeholders.

Executive Director Responsibilities

• Propose strategies to the Board.
• Execute agreed strategies to a high standard.
• Maintain knowledge of the business’s material activities and risks.
• Apply relevant skills and knowledge, including accounting, auditing, and risk management.

Requirements

• Eligible to work in Ireland or willing to relocate to Ireland.
• 15+ years of experience in operational leadership, preferably in financial services or the crypto-asset industry.
• Strong understanding of EMI, PSRs, and wider European regulatory frameworks.
• Strong leadership, strategic thinking, financial acumen, and communication skills.
• High ethical standards and transparency.
• Ability to analyze complex operational issues and develop effective solutions.
• Flexibility in a changing regulatory and market environment.
• Commitment to superior customer experience.
• Bachelor’s degree in Business Administration, Finance, Operations Management, or a related field; an advanced degree is preferred.

Nice-to-Haves

• Relevant professional certifications in finance, compliance, or operations management.
• Experience working in an EMI or PSR business.
• Experience with global operating models and crypto exchanges.

Compensation and Benefits

• Compensation and benefits details are not specified in the posting.