Director of Global Operations - Maternity Cover

Location: London, hybrid 3 days
Reports to: Chief Operating Officer (COO)

The Director of Global Operations role reports to the Chief Operating Officer (COO) and is responsible for the global delivery of the Operations and incident management and Data functions at Sokin.

You will run a world-class Operations function that ensures the successful delivery of product engineering initiatives to our expanding customer base, and acts as a centre of excellence for customer experience. You will also be responsible for the Data function, ensuring delivery of the organisation's data strategy and reporting.

This is an 18-month cover with a structured handover. You will own the function day to day, progress the operational, incident management and data roadmaps, and hand it back in a strong position.

Legal, Regulatory and Compliance are out of scope, though involvement or consultation on organisational design and process excellence is expected.

Sokin is a next-generation B2B financial services provider, enabling businesses to make and receive global payments with greater speed, lower cost, and total transparency. Our mission is simple: we’re simplifying global business - so businesses thrive wherever they choose to grow. We deliver services across:

• Global payments and receivables
• Foreign Exchange (FX)
• Treasury management
• Finance reconciliations

We are rapidly expanding, with established presence in EMEA, APAC, and North America.

Backed by a strong global infrastructure and industry-leading partners, we are redefining how businesses move money worldwide.

Our clients span industries from sports and entertainment to logistics and travel, and our community is growing rapidly. As we continue to expand, we’re building a team of exceptional people who share our ambition to transform the future of global payments.

• Direct line management of the Regional Heads of Operations and Head of Data
• Accountability for team performance, capacity planning, and global resourcing, including 24/7 coverage
• Setting objectives and performance expectations, running reviews, and developing future leaders, with a focus on internal promotion and career development
• Managing the team through the leadership transition, including a clear handover at the start and a clean hand back at the end of the cover

• Lead and Develop an Operational team that provides a 5-star 24/7 consistent customer support experience
• Manage team capacity and proactively resource a global team who can support the scaling company and customer base
• Work with HR to develop and implement clear, defined and structured job specifications and career development frameworks for roles within the Operations function and provide mentoring and coaching
• Foster a culture of continuous learning, experimentation, and improvement

• Drive a high-accountability, high-ownership, high-performance culture
• Continuously identify and implement process efficiencies, particularly utilising AI tooling as appropriate, to improve both the day-to-day running of the team and improve the quality and speed of customer responses
• Establish, baseline and continuously improve on key team performance metrics and SLAs
• Collaborate with related teams such as Banking Partnerships and Relationship Management to ensure effective end-to-end action for key customer retention and third-party provider performance
• Partner with Product Engineering tribe leads to keep visibility on delivery commitments, surface risks early, and factor operational dependencies into product planning
• Define and prioritise, with Product Engineering, a backlog of continuous operational improvements

• Define and implement the long-term strategy for incident management at Sokin, encompassing Engineering, Data, Security and Legal issues alongside relevant stakeholders
• Design, implement and scale a full end-to-end incident management process and accountable team, including resourcing and tooling
• Ensure the accurate and timely reporting of incident metrics, follow ups and regulatory reporting as needed
• Work with Engineering to reduce recurring issues and speed up or automate incident response
• Define, baseline, and set targets for incident metrics such as MTTR with Engineering leadership

• Lead and Develop a Data team that delivers a best-in-class internal data reporting and…