Head of Operations - Americas

Transactional Operations Manager - Americas

Ebury Toronto Office - Hybrid: 4 days in the office, 1 day working from home per week

About the Role

We are seeking an experienced Transactional Operations Manager to lead our transactional functions within the Americas time zone.

This is a senior, hands-on leadership role responsible for the quality, efficiency, and reliability of activity across three key functions: Customer Operations, Customer Payments, and Lending Operations.

Ebury’s Transactional Operations unit operates on a 24/5 "follow-the-sun" model. As the operational owner for the Americas, you will ensure high service standards, manage incidents, and serve as the primary contact for commercial teams across North and South America. This role requires a blend of strategic foresight and a willingness to "dive deep" into complex payment or client issues.

Note: Regular travel to Europe (León, Málaga, and London) is required.

Responsibilities:

Operational Leadership:

• Performance Ownership: Oversee end-to-end performance for:

  • Customer Operations: Platform, product, and general client support.

  • Customer Payments: Inbound/outbound processing, including exotic and emerging market currencies.

  • Lending Operations: Small business loan processing and associated payments.

• Service Delivery: Maintain high accuracy, regulatory compliance, and real-time oversight of workflow volumes and service levels.
• Incident Management: Act as the escalation owner for operational issues; lead root cause analysis and preventative actions.
• Scalability: Support business growth and the launch of new country offices and products.

Team Management & Enablement:

• Global Coordination: Manage distributed teams in León and Toronto, ensuring continuity during time-zone rotations.
• Development: Coach and develop team leads and analysts to foster high performance.
• Training: Support onboarding for new joiners and implementation of new operational capabilities.

Stakeholder & Strategic Management:

• Regional Liaison: Primary contact for commercial leads in Canada, Mexico, and Chile; support regional expansion (e.g., Peru).
• Continuous Improvement: Use data and client feedback to enhance efficiency, scalability, and risk controls.
• Global Strategy: Contribute to long-term operational design and drive regional standardization.

Requirements:

Essential Experience:

• Fintech/Banking Background: Extensive experience in payment operations.
• Technical Knowledge: Strong understanding of SWIFT and international/local payment methods.
• Leadership: Proven track record of managing distributed or global operational teams.
• Problem Solving: Hands-on mindset with the ability to resolve complex payment cases.
• Communication: Exceptional stakeholder management and organizational skills.

Desirable Skills:

• Experience with Americas/Emerging Market local payment rails.
• Exposure to exotic currencies and complex FX corridors.
• Experience in business lending operations.
• Spanish language proficiency.

Personal Attributes

• Resilient: Calm under pressure with decisive judgment.
• Versatile: Balances high-level strategy with granular operational execution.
• Accountable: Strong ownership mentality in a fast-paced environment.
• Analytical: Data-driven approach to decision-making.

Why Ebury?

• Competitive Starting Salary with an annual discretionary bonus that truly rewards your performance from day one.
• Dedicated Mentorship: Learn directly from experienced managers who are invested in your success.
• Cutting-Edge Technology: Leverage state-of-the-art tailor made tools and systems that enable you to perform at your best.
• Clear, Accelerated Career Progression: Defined pathways to leadership and specialist roles within Ebury.
• Dynamic & Supportive Culture: Work in a collaborative environment where teamwork and personal growth are prioritized.
• Generous Benefits Package: Access competitive benefits tailored to your location, which typically include health care and social benefits.
• Central Office: A fantastic location with excellent transport links.

Ready to launch your career with a global FinTech? Click the ‘Apply’ Today and discover your potential at Ebury!