Head of Operations North America

Skills

About the Role

You will lead the North American operations function and manage regional analysts and incident leads. You will oversee payments, reconciliations, onboarding, support, trust-account operations, reporting, partner integrations, and complaints. You will improve processes, track service metrics, and work with compliance, product, engineering, and banking partners.

Requirements

• At least 5 years of payments or fintech operations experience with leadership experience
• Knowledge of cross-border payments, transaction flows, FX, digital wallets, and financial infrastructure
• Experience working in API-first environments
• Experience in regulated, multi-jurisdictional environments
• Ability to scale operational teams and systems
• Trust or banking operations experience
• Experience with trust or core banking platforms such as FIS, SEI, or Fiserv
• Leadership, communication, and stakeholder management skills
• Process optimization and reporting tools experience
• Scale-up environment experience
• Right to work in the applicable work jurisdiction

Responsibilities

• Lead the regional Operations team and manage analysts and incident leads
• Manage regional capacity and identify resource constraints
• Manage trust-account maintenance, asset transfers, distributions, and closures
• Ensure accurate and timely processing of payments, settlements, and corporate actions
• Oversee custodial, cash, and securities reconciliations
• Manage regulatory, fiduciary, and audit reporting obligations
• Oversee payment processing, payment operations, partner integrations, customer onboarding, and support
• Identify and implement process efficiencies using AI tooling where appropriate
• Track and improve team performance metrics and service-level expectations
• Collaborate with banking partnerships, relationship management, product, and engineering teams
• Handle, track, report, and resolve complaints