Role OverviewThe Head of Operations- North America role reports to the Director of Global Operations and is responsible for leading the regional Operations team. You will be responsible for operational excellence across the North American region, working closely with compliance, product and tech to optimize internal processes and the customer experience and support strategic growth. This is a unique opportunity to lead within a fintech disrupting global payments, driving efficiency and excellence from one of the world's fastest-growing financial centres.
Key ResponsibilitiesTeam Leadership- Line management responsibilities for all Analysts in region, including Incident Leads
- Managing regional team capacity and highlighting resource constraints that may limit the ability of the Operations team to support the company at scale
- Foster a culture of continuous learning, experimentation, and improvement
- Manage end-to-end operations for trust accounts: maintenance, asset transfers, distributions, and closures
- Ensure timely, accurate processing of payments, settlements, and corporate actions
- Oversee reconciliations across custodial, cash, and securities positions
- Manage regulatory and fiduciary reporting obligations (trust accounting standards, audit requests)
Operational Excellence and Customer Support- Lead operations across the region, ensuring consistent service delivery and operational efficiency in both your region, and globally alongside the other Heads of Operations
- Oversee payment processing, reconciliation, payment operations, and partner integrations, as well as customer onboarding and support experiences
- Continuously identify and propose process efficiencies, particularly utilising AI tooling as appropriate, that can improve the speed and quality of customer support and throughout the onboarding process, as well as banking and other provider integrations
- Embody, and build a team culture demonstrating the same high accountability, high ownership, high-performance principles expected of the Operations function
- Continuously track and improve key team performance metrics and SLA expectations in relation to both customer support and customer onboarding to monitor performance and continually optimise operations
- 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 for providers in region
- Partner with the product and engineering tribe leads to maintain visibility of Product Roadmaps for teams in region, ensuring suitable analyst coverage for requirements discovery and testing
- Complaint handling including responding, tracking and reporting and ensuring all complaints are handled to the Sokin high standard and in-line with internal and regulatory requirements
What We're Looking For- Minimum 5 years of experience in payments or fintech operations, with a strong track record of leadership
- Deep understanding of cross-border payments, transaction flows, FX, digital wallets and financial infrastructure
- Deep understanding and experience of working in API-first environments
- Experience operating in regulated environments and across multiple jurisdictions
- Proven ability to scale operational teams and systems in high-growth fintech environments
- Experience in trust and/or banking operations
- Experience with trust/core banking platforms (e.g., FIS, SEI, Fiserv)
- Strong leadership, communication, and stakeholder management skills
- Data-driven mindset with hands-on familiarity with tools for process optimization and reporting
- Experience working in a scale-up environment
Please note, candidates will need to have the right to work in the jurisdiction that they are looking to work in.
Department Operations Locations New York, Toronto Remote status Hybrid Yearly salary $170,000 - $210,000
