Business Operations Manager

Benefits

Additional Information

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 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? Do you have an owner mentality, treating problems as solutions that are waiting to be discovered (by you)? 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 outsourcing guidelines and Remitly's Outsourcing Policies, and that all service provider agreements meet the data protection standards required by applicable UAE law. 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 and effectively. 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; performance of the Money Transfer Service; Compliance, Finance, Safeguarding, Treasury, Audit, Marketing, Facilities, HR, and IT Services. 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. Design and facilitate the development of UAE entity-specific policies and procedures that align with the overall group s