Business Operations Manager
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Key skills for this role
About the Role
Remitly is hiring a Head of Operations to oversee UAE operations, focusing on outsourcing governance, regulatory compliance, and scalable processes. The role requires strategic thinking, analytical rigor, and experience in financial services or regulated environments.
Key Skills for This Role
Responsibilities
- Develop structures and mechanisms to oversee, monitor and assess the appropriateness and performance of the UAE entity's outsourcing framework
- Maintain first line ownership of the UAE outsourcing register, ensuring all arrangements are appropriately classified and audit ready
- Work cross functionally with Legal, Compliance, Risk and leadership to establish and maintain Intercompany Agreements (ICAs)
- Actively monitor the regulatory boundary on in country vs. offshore outsourcing
- Monitor and evaluate the performance of all outsourced service providers against agreed SLAs
- Oversee incident management across the business, including assessment and triage of material incidents
- Collect and analyse data related to outsourced activities and prepare comprehensive reports for management and committees
- Own governance and oversight for the First Line of Defence (1LOD) risk assessments and control inventories
- Maintain oversight of the customer complaints function, processes and procedures
- Develop and maintain the UAE entity's Business Continuity Plan
- Analyse current processes, identify inefficiencies, and design streamlined workflows
Requirements
- Strategic thinker with analytical rigour and strong attention to detail
- Proven track record of driving operational excellence, governing outsourcing arrangements, ensuring regulatory compliance, and implementing scalable processes
- Must meet the minimum Fit and Proper standards set by the Central Bank of the UAE
Full Job Posting
About The Role
- Remitly is hiring a Head of Operations overseeing our operations across the UAE region.
- Are you a strategic thinker with analytical rigour and strong attention to detail?
- Do you love digging into the data and putting in place playbooks for a scaling operation?
- The ideal candidate will be a strategic thinker with a proven track record of driving operational excellence, governing outsourcing arrangements, ensuring regulatory compliance, and implementing scalable processes to support business growth.
- This position will be based in Abu Dhabi, with a hybrid working model.
- The role is an authorized function holder position under the CBUAE's Fit and Proper requirements, so candidates must meet the minimum standards set by the Central Bank of the UAE before appointment.
You Will
- Develop structures and mechanisms to oversee, monitor and assess the appropriateness and performance of the UAE entity's outsourcing framework, including all outsourcing arrangements and associated risks, in full compliance with the CBUAE Outsourcing Regulation.
- Maintain first line ownership of the UAE outsourcing register, ensuring all arrangements are appropriately classified as material or non critical in accordance with CBUAE requirements, and that the register is current, audit ready, and reported to relevant governance committees and the Board.
- Work cross functionally with Legal, Compliance, Risk and the broader Remitly leadership team to establish and maintain Intercompany Agreements (ICAs) governing all services delivered to the UAE licensed entity from group entities, ensuring clear records and audit logs in accordance with CBUAE outsou
- Actively monitor the regulatory boundary on in country vs. offshore outsourcing, identifying and escalating any tension between group operating models and CBUAE restrictions, and ensuring no material business activity is outsourced without appropriate CBUAE no objection.
- Monitor and evaluate the performance of all outsourced service providers against agreed SLAs, conducting regular performance reviews and driving continuous improvement. Act as the primary point of escalation for issue resolution, working closely with service providers to address challenges promptly
- Oversee incident management across the business, including assessment and triage of material incidents, ensuring timely escalation to Compliance and relevant stakeholders where regulatory reporting obligations may apply.
- Collect and analyse data related to outsourced activities across all areas, prepare comprehensive reports and dashboards for management, stakeholders, and various committees and Board meetings, including quarterly Board reports.
- Own governance and oversight for the First Line of Defence (1LOD) risk assessments and control inventories applicable to all outsourced functions and services delivered to the UAE entity, with particular focus on Customer Service Operations; Customer Complaints and Errors processes and procedures; p
- Maintain oversight of the customer complaints function, processes and procedures, ensuring performance is tracked, root causes are addressed, and reporting obligations are met.
- Develop and maintain the UAE entity's Business Continuity Plan, ensuring appropriate operational resilience is in place for all critical outsourced services and that resilience testing is conducted and documented regularly.
- Analyse current processes, identify inefficiencies, and design streamlined workflows that align with industry best practices and enable scalability.
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