Head of Operations: Scale & Automate Client Ops (Remote)

Monoova; Sydney; Hybrid; AUD 180,000 - 280,000; Full time

Benefits offered by this job

Short-term incentives

Learning budget

Flexible remote work

Birthday leave

Diversity leave

Parental leave 16 weeks

Vouchers for Birthday and Work Anniv.

Snacks and drinks on site

Job summary

Monoova is seeking a Head of Operations in Sydney to lead client and business operations across Domestic Payments and FX. You will drive day-to-day performance, maturity and continuous improvement of ops teams, embedding controls and scalable processes.

You will build an operations capability that standardises workflows, uses automation and AI, and delivers a consistent client and internal experience. Reporting to the COO, you’ll influence strategy and partner with banking relations.

Qualifications

• 5-7 years of operations management and service delivery.
• Strong process design and control implementation.
• Experience with SLA and performance management.
• Proficient in Jira/JSM workflow oversight.
• CRM experience with Microsoft Dynamics.
• Confluence & Jira Service Desk knowledge management.
• Operational reporting and dashboard interpretation.
• Incident, escalation management.
• Workforce planning and team performance management.
• Continuous improvement, automation and AI adoption.

Responsibilities

• 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.

Skills

Operations leadership

People leadership

Client-focused

Process design

Strategic thinking

Communication

Automation & AI

Tools

Jira

Jira Service Management

Microsoft Dynamics

Confluence

Jira Service Desk

Job description

Monoova is seeking a Head of Operations in Sydney to lead client and business operations across Domestic Payments and FX. You will drive day-to-day performance, maturity and continuous improvement of ops teams, embedding controls and scalable processes.

You will build an operations capability that standardises workflows, uses automation and AI, and delivers a consistent client and internal experience. Reporting to the COO, you’ll influence strategy and partner with banking relations.