Position overview

The Head of Operations is a senior, strategic leadership role responsible for the entire operational backbone of Xapo Bank. This individual will ensure that our day-to-day operations are efficient, scalable, and robust, while building the foundation for future growth.

This role requires a visionary leader with deep experience in banking operations, who can drive a culture of excellence, continuous improvement, and rigorous risk management. You will lead a multi-disciplinary team covering key areas such as Payments, Reconciliations, Card Operations, and Business Operations, ensuring they work in concert to deliver a seamless experience for our clients and internal stakeholders.

Responsibilities

Strategic & Operational Leadership:

• Develop and execute a comprehensive operational strategy that aligns with Xapo's business goals, focusing on scalability, efficiency, and regulatory compliance.
• Provide direct oversight for all core operational functions, including payment processing, treasury operations, reconciliations, and back-office duties.
• Act as the primary owner of the bank's operational performance, ensuring all processes run smoothly and meet the highest standards of quality and control.

Process Excellence & Automation:

• Lead the charge on process mapping, optimization, and automation across the organization to reduce manual effort and increase operational leverage.
• Design, document, and implement standardized operating procedures (SOPs) for all key operational activities.
• Champion the use of data and AI to drive intelligent automation and create a forward-thinking operational environment.

Team Leadership & Development:

• Lead, mentor, and develop a high-performing, multi-disciplinary operations team and other key operational staff.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Manage resource allocation and workforce planning to ensure the operations team is structured for success.

Risk Management & Regulatory Compliance:

• In partnership with AFC and Compliance, ensure all operational processes are compliant with financial regulations and internal policies.
• Design and implement a robust framework for managing operational risks, including controls, monitoring, and reporting.
• Serve as the key point of contact for internal and external audits related to the operations department.

Cross-Functional Collaboration:

• Work closely with other department heads, including Platform Engineering, People, and Data, to ensure seamless integration and alignment across the company.
• Partner with the Client Coverage Group to ensure back-end operations fully support a world-class client experience.

Crypto & Settlement Operations:

• Own end-to-end Bitcoin/crypto settlement operations, including on-chain reconciliation, wallet management, and custody controls.
• Partner with Treasury and Compliance to ensure crypto settlement processes meet regulatory and security standards specific to digital assets.
• Build scalable processes for the crypto-fiat bridging activities that are central to Xapo’s product model.

Skills needed

• 10+ years of progressive experience in an operations leadership role within a regulated financial services environment (Fintech, Banking, or Wealth Management).
• Proven track record of leading and scaling multiple operational functions, including Payments, Treasury, and Business Operations.
• Deep expertise in process improvement methodologies and a history of successfully implementing automation and operational change.
• Strong understanding of the regulatory landscape for financial institutions, including AML and financial crime prevention.
• Exceptional leadership, communication, and stakeholder management skills.
• A strategic mindset with the ability to translate high-level business goals into a detailed operational roadmap.
• Experience in the cryptocurrency space is highly beneficial.

Other requirements

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• Alignment with Our Values and the Xapo Values-Driven Leadership principles.