Head of Operations

0011 Checkout LLC; Mexico; On-site; PHP 4,920,049 - 7,380,074; Full time

Job summary

0011 Checkout LLC is looking for a Head of Operations to establish and grow our operations in Mexico City. In this role, you will lead cross-functional teams, drive operational excellence, and ensure compliance with industry regulations and standards.

The ideal candidate should have a proven track record in BPO or Financial Services, with proficiency in both English and Spanish. This position offers a significant opportunity to influence the direction of our expansion in the region.

Qualifications

• Proven track record of managing cross-functional teams.
• Experience as a Country Manager or similar Senior Operations/GM leader.
• Familiarity with fintech operations and regulatory compliance.

Responsibilities

• Lead the operations team in Mexico City.
• Partner with functional leaders to meet organizational goals.
• Implement risk management practices.

Skills

Team leadership

Stakeholder management

Data analysis

Bilingual communication

Operational compliance

Education

Experience in BPO/Financial Services/Fintech

Job description

About the Role

We are seeking an exceptional Head of Operations to establish, lead, and grow our operations in Mexico City.

Key Responsibilities

Talent Attraction and Development

• Act as a talent ambassador for the Mexico City site ensuring we attract, motivate and retain industry‑leading professionals in the region.
• Foster a culture of transparency and collaboration, acting as an escalation point for the site and defusing complex challenges transparently and efficiently.
• Lead with utmost rigor and accountability in line with our global #unite value and in accordance with our operating principles; ensure that the talented teams in our Mexico City office also espouse and live by the same values and operating principles.
• Provide guidance and support for career development, performance management, and skill enhancement.
• Lead our workplace experience and people operations teams on the ground to ensure that all issues (big and small) affecting our Mexico City workforce are addressed quickly to ensure the working environment continues to excel.

Matrixed Functional Oversight

• Partner with functional leaders across Checkout.com to help manage their on‑the‑ground resources in Mexico City across all functions represented locally – customer due diligence, merchant onboarding, merchant operations and support.
• Partner with functional leaders to achieve goals, OKRs and roadmaps, and to establish and track clear effectiveness and efficiency KPIs for each team and drive a metric‑driven and highly accountable culture.
• Partner with Americas leaders in the US and Brazil to ensure that the needs of those markets and our customers are being addressed with global timezone coverage of operational functions.
• Collaborate on opportunities for further location strategy planning across Americas sites.
• Lay the foundations for the hub’s operating model, ensuring the right resources, tools, and processes are in place to deliver on business goals.
• Stay abreast of industry trends and technological advancements to guarantee the site continues to operate at industry‑leading standards.
• Champion innovation and advocate for the adoption of new technologies, systems and tools to enhance our people, products and services.

Risk Management and Compliance

• Ensure that operational processes are efficient, compliant, have the right controls, and are aligned with industry best practices, regulatory standards and compliance requirements.
• Implement robust risk management practices to identify and mitigate potential operational and compliance risks.
• Ensure that all activities within the center adhere to industry regulations and security standards.
• In partnership with relevant central functions, ensure all Mexico operations are compliant with relevant regulations and the company operates according to the highest ethical standards.

Stakeholder Management

• Establish and maintain strong relationships with cross‑functional teams both represented in the Mexico site and broadly across Checkout.com.
• Communicate effectively with senior leadership, providing regular updates on center performance, challenges, and opportunities for improvement (including closer collaboration with other sites/teams).

Desired Qualifications

• Proven track record of managing globally cross‑functional teams and driving operational excellence across a complex, high‑performing organization.
• Demonstrable experience as a Country Manager and/or similar Senior Operations/GM leader in a fast‑paced BPO/Professional Services/Financial Services/Fintech company; experience dealing with and/or overseeing Operations, preferably in the Customer Service, Risk or Compliance domains.
• Proven experience in driving innovation and technological advancement.
• Familiarity with fintech operations, payment processing, and regulatory compliance.
• Data‑driven, with the ability to influence stakeholders and optimize processes based on data analysis.
• Highly driven, with an ability to build and foster relationships with a wide range of relevant stakeholders both internally and externally.
• Team player with strong collaborative qualities, a positive demeanor and the ability to influence and drive collaboration across functions.
• Proven track record of attracting, developing and retaining top talent at scale for a large site.
• Strong written and verbal communication skills in both English and Spanish with the ability to represent Checkout.com in front of partners.
• Strong organizational skills with effective prioritization and the ability to work independently.
• Excellent attention to detail, problem‑solving skills and a flexible approach to work.
• Exceptional people leadership, communication, and interpersonal skills.
• Strategic mindset with the ability to translate business goals into actionable plans.