Company Description
OFX is a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility to do business anywhere in the world. With an innovative platform and 24/7 human support, OFX automates and simplifies doing business across borders, reducing risk and eliminating routine operational tasks. Offering global business accounts, payments to 180 countries in 30+ currencies and currency risk management solutions to simplify global payments. OFX further enhances business operations by providing corporate cards with spend management, bill payments, vendor management, and integrations with popular accounting and HRIS software, to help achieve better business solutions so accounting firms and businesses thrive.
Headquartered in Sydney, Australia, with offices globally, in the United States, Canada, United Kingdom, Ireland, New Zealand, Singapore and Hong Kong. OFX has been a trusted innovator in global money movement for over 25 years.
Job Description
As the Head of Product Operations, you are the strategic leader responsible for driving the Global Product Operations function @ OFX. You will lead a team of Product Operations Managers, enabling them to be the "glue" that connects product, technology, and sales and service operations. Your purpose is to drive operational excellence and provide critical insights to inform strategic decisions across the organisation, while ensuring a world-class client and employee experience at scale.
Team Leadership & Management
- Lead and mentor a global team of Product Operations Managers, creating a culture of continuous improvement and data-driven decision-making.
- By providing clear direction and development opportunities, you will empower your team to proactively solve problems and navigate the complexities of a fast-paced, global organisation.
Strategic Oversight & Service Delivery
Lead the global incident response and resolution process, owning the escalation path for high-impact product issues. You'll use insights from client feedback and support tickets to provide strategic direction and ensure timely resolution.
Establish and maintain SLAs to provide world-class support for our operational teams and clients. Serve as the primary point of contact for senior leaders across Product, Technology, and Operations, ensuring seamless alignment and communication.
Manage the product feedback loop, leveraging strategic insights to inform and optimise product strategy for new features and products from launch through to ongoing improvement.
Operational Excellence & Continuous Improvement
Lead a team that evaluates, optimises, and scales product systems and processes, specialising in core financial services such as payments, cards, and treasury.
Drive a data-first approach to product operations. This includes analysing support tickets and client issues to identify key themes and trends, building reports and dashboards to track performance and efficiency, and using these insights to inform product enhancements and client experience.
Direct the creation of comprehensive, easily accessible product knowledge management systems and processes for all stakeholders.
Qualifications
5+ years of leadership experience managing a Technology Operations or Service Delivery team.
7+ years of experience in financial services or a related technology discipline, with expertise in key domains like payments, cards, and treasury.
Proven ability to build strong relationships and influence senior stakeholders across various departments.
Hands-on experience with tools like the Atlassian suite (Jira, Confluence) and an understanding of how to leverage AI/ML applications to enhance operational efficiency.
Extensive experience building and managing knowledge systems for both internal and external audiences.
Strong analytical and problem-solving skills, with the ability to use data to drive strategic decisions and measure business impact. Experience with data analysis and dashboarding tools is essential.
Strategic thinker with the ability to proactively anticipate challenges and develop solutions, supported by excellent communication skills.
Additional Information
We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.
We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.
- Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
- Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
- Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
- Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
- Benefits that mean something. We offer a range of fantastic benefits, including health insurance, primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
- A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.
At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at [email protected].
We encourage you to apply if this role aligns with your career aspirations.
