Job Description
Role Purpose
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The Head of Operations is responsible for leading Monoova's client and business operations function and ensuring the effective, controlled and scalable delivery of operational services across Domestic Payments and FX.
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Reporting to the Chief Operations Officer, the role owns the day-to-day performance, maturity and continuous improvement of operational teams responsible for account maintenance, transaction management, settlements, reconciliations, collections, client technical support and related operational workflows.
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The role is central to building a true Operations capability that standardises processes across domestic and FX products, improves service quality, embeds controls, enables scale through workflow automation and AI, and creates a more consistent client and internal business experience.
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Key Responsibilities
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Operations leadership
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Lead the Operations function across account maintenance, transaction management, settlements, reconciliations, collections and client technical support.
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Translate COO priorities into clear operational plans, team objectives, service standards and operating rhythms.
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Build a high-accountability, service-oriented Operations culture focused on quality, consistency, client outcomes and operational control.
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Manage team performance, capacity, prioritisation, ways of working and capability uplift.
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Create clarity of ownership across operational processes and reduce reliance on informal escalation pathways.
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Own and manage key relationships including banking partners.
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Contribute to COO strategy, planning & execution.
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Develop and foster strong working relationships & influence across peers and senior stakeholders to support the advancement of Monoova's strategy, operational resilience & maturity.
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Operational service delivery
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Oversee operational service delivery across Domestic Payments and FX.
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Ensure operational teams deliver timely, accurate and controlled execution of client and internal service requests.
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Own operational performance across key account maintenance and servicing activities, including client account configuration, limit management, client communication workflows, transaction queries, funds recovery and service maintenance activities.
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Oversee transaction management activities including disputes, dishonours, cancellations, declines, transaction investigations and first-line fraud investigation where allocated to Operations.
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Oversee settlements, reconciliations and collections activity, including fund matching, manual adjustments,



payment confirmations, physical fund movements and collections.
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Ensure operational activities are appropriately prioritised, tracked and reported through Jira, CRM and other agreed workflow systems.
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Engage with relevant stakeholders to interpret regulatory, scheme & bank requirements and manage changes & processes to ensure ongoing compliance.
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Process maturity and controls
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Lead the Operations process maturity program, including documentation, standardisation, control uplift and review cadence.
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Ensure core operational procedures are documented, current, understood and embedded into daily practice.
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Define and maintain service catalogues, request workflows, approval pathways, maker/checker controls and escalation processes.
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Oversee controls for account maintenance, configuration changes, transaction processes, reconciliation exceptions and client-impacting operational activity.
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Drive closure of known process and control gaps, including workflow, SLA, reporting and documentation gaps.
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Ensure audit trails, evidence retention and operational records support internal assurance, external audit, scheme obligations and regulatory scrutiny.
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SLA, workflow and reporting management
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Define and manage team-level SLAs for relevant Operations processes.
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Establish operational dashboards and reporting for request volumes, ageing, SLAs, exceptions, rework, client-impacting issues and control breaches.
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Ensure Jira, CRM/Microsoft Dynamics and Confluence are used consistently as systems of record for operational workflows, client requests, knowledge assets and procedures.
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Mature workflow design so that work is appropriately triaged, assigned, approved, executed and reported.
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Use metrics to identify bottlenecks, capacity gaps, training needs, automation opportunities and control weaknesses.
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Client experience and communications
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Oversee client-facing operational communications relating to account maintenance, service changes, incidents, maintenance windows, transaction queries and operational updates.
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Ensure client communications are clear, consistent,



accurate and supported by approved templates or scripts where appropriate.
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Partner with Client Success to ensure operational service delivery supports a strong client experience.
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Ensure operational teams understand the client impact of work, particularly where account settings, payment capabilities, limits, disputes or service changes are involved.
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Support client-facing workflows and communication standards that improve consistency and reduce reliance on ad hoc escalation.
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Key Competencies:
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Commercially minded and outcome focused. Willing to get 'hands-on' to deliver for our clients.
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Strong people leader with high accountability standards.
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Client-focused and operationally disciplined.
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Structured, practical and action-oriented. Systems thinking and experience developing and implementing structured, controlled processes.
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Strong collaborator across immediate and peer teams.
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Improvement-minded and technology-enabled; curious to learn and adopt agentic capabilities to support efficiency.
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Calm and effective in escalation and high-pressure environments.
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Strong communicator who brings clarity to ambiguity.
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Able to build trust & rapport with executives, teams and external relationships.
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Your experience and knowledge:
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5-7 years operations management and service delivery.
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Solid process design, procedure documentation and control implementation.
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Demonstrated SLA and performance management.
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Jira / Jira Service Management workflow oversight.
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CRM experience (Microsoft Dynamics preferred).
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Confluence & Jira Service Desk knowledge management.
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Operational reporting and dashboard interpretation.
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Incident, issue, exception and escalation management.
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Workforce planning and team performance management.
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Continuous improvement, automation and AI adoption.
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Monoova Culture and Benefits
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We reward great work with short-term incentives that recognise your impact and dedication.
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We offer learning budget, opportunities, workshops, and development programs to help you thrive.
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Great flexibility with a mix of remote and in-office work. Extra leave benefits like Birthday leave and Diversity leave, to celebrate cultural and personal milestones.
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16 weeks paid parental leave for primary carers, so you get extra time with your newborn and to recover
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Enjoy special vouchers for your Birthday and Work Anniversary: because your moments matter.
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Enjoy free snacks, drinks, or other goodies, on the house!
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📌 Head Of Operations (New South Wales)
🏢 Monoova
📍 New South Wales