Job Description

At Remitly, we believe everyone deserves the freedom to access, move, and manage their money wherever life takes them. Since 2011, we've tirelessly delivered on our promise to customers sending money globally, providing secure, simple, and reliable ways to manage their money, ensuring true peace of mind. Whether it's supporting loved ones back home, growing a business across continents, or pursuing new opportunities abroad, we're not just here to move money— we're here to move our global customers forward.

We're looking for builders, reimaginers, and global thinkers who want to work at the intersection of technology, trust, and transformation. If that's you and you're ready to do the most meaningful work of your career—we invite you to join over 2,800 passionate Remitlians worldwide who are united by our vision to transform lives with trusted financial services that transcend borders.

About the Role

Remitly is hiring a Head of Operations (Australia) who will act as Chief Operating Officer of our Australian entity, overseeing our operations in Australia and the broader ANZ market. We are looking for a strategic thinker with a proven track record of driving operational excellence and governing outsourcing arrangements, ensuring regulatory compliance, and implementing scalable processes to support business growth.

This position will be based in Sydney, with travel across the APAC region. The role is a nominated responsible manager under the entity's Australian Financial Services Licence and must satisfy ASIC's competence and positive fame and character requirements, and the entity's fit and proper assessment for its AUSTRAC remittance registration.

You Will:

- Own outsourcing governance. Develop the structures and mechanisms to oversee,



monitor, and assess the appropriateness and performance of the firm's outsourcing framework, including outsourcing arrangements and associated risks, in line with the licensee's general obligations under section 912A of the Corporations Act and ASIC Regulatory Guide 104. Establish, with Legal and Compliance, the Intercompany Agreement and outsourcing change management processes governing all changes to service metrics and SLAs with the entity's service providers, ensuring clear records and an audit log for ASIC and AUSTRAC in accordance with Australian material service provider requirements and the Outsourcing Policies.
- Govern outsourced service performance across the business. Through the business delivery team, oversee performance assessment and the associated regulatory and Board reporting of all outsourced services' KPIs, ensuring adherence to agreed service standards by all providers. Drive cross functional strategic initiatives across all outsourced functions and services delivered to the Australian business, with particular focus on customer service operations; customer complaints and errors processes and procedures; performance of the money transfer service; Compliance, Finance, Treasury, Audit, Marketing, Facilities, HR, and IT Services.
- Own the customer experience outcome. Oversee the customer complaints function, processes,



and procedures across Remitly Australia, including internal dispute resolution standards under ASIC Regulatory Guide 271 and the entity's obligations as a member of the Australian Financial Complaints Authority. Be customer obsessed and drive executional excellence on the initiatives that support Remitly Australia's strategic agenda.
- Build the entity's operational resilience. Working cross functionally with relevant Remitly stakeholders, develop and maintain the entity's business continuity and operational resilience arrangements, and oversee the internal processes regarding wind down planning, including coordination of the entity's compliance in those respects.
- Deliver Board and executive reporting. Prepare quarterly reports for the Board of Directors, along with regular and ad hoc reporting requested by the Australian entity's CEO, Board, and senior management stakeholders across Remitly.
- Scale the operating model. Implement efficient processes and standards across Remitly Australia and drive their embedding and operationalisation. Design and facilitate the development of group and Australia-specific policies and procedures that align with the overall strategy. Where required, liaise with legal counsel and global stakeholders to identify and evaluate local service providers and manage contracts and relationships with customers, vendors, and partners. Own operations KPIs and help drive sustainable growth across Australia.

You Have:

- 10+ years of work experience in fast paced operational environments.
- Prior experience in tech/digital, consumer tech, eCommerce, FinTech, banking, private equity, or venture capital preferred.
- Strong experience in

📌 Head of Operations (Sydney)
🏢 Remitly
📍 Sydney