Job Description
About Pay10
Pay10 is a global payments solutions provider headquartered in the UAE, offering a comprehensive suite of services including payment gateway, digital wallets, payouts, FX, and alternative payment methods.
As part of our international expansion, we are currently establishing our UK presence and regulated EMI entity.
Role Overview
We are seeking a Head of Operations (UK) to lead the design, build, and execution of our operational infrastructure in the UK.
This role is critical to our EMI readiness and will take full ownership of customer operations, onboarding, support functions (L1/L2), and safeguarding frameworks, ensuring alignment with regulatory expectations and scalable growth. You will operate at both a strategic and hands-on level, working cross-functionally with Compliance, Risk, Product, and Technology teams.
Key Responsibilities
Operational Build & Leadership
* Lead the end-to-end design and implementation of UK operations aligned with EMI requirements
* Build and scale a high-performing operations function, including hiring and team structuring
* Define and implement operational policies, procedures, and governance frameworks
Customer Operations & Onboarding
* Design and oversee onboarding processes (KYC, KYB, due diligence, lifecycle management)
* Ensure onboarding frameworks meet regulatory and compliance standards
* Optimise onboarding journeys to balance compliance, efficiency, and customer experience
Support Functions (L1 / L2)
* Establish and manage L1 / L2 support structures, including workflows, escalation paths, and SLAs
* Implement tools and processes to ensure high-quality customer support and issue resolution
* Monitor performance metrics and drive continuous improvement initiatives
Safeguarding & Regulatory Operations
* Lead the design, implementation, and oversight of safeguarding operations
* Ensure compliance with EMI safeguarding requirements, including fund segregation and reconciliation
* Partner with Compliance and Finance to ensure robust controls and audit readiness
Cross-Functional Collaboration
* Work closely with Compliance, Risk, and Legal teams to ensure regulatory alignment
* Collaborate with Product and Technology teams to implement scalable operational solutions
* Support regulatory engagement and EMI application readiness
Performance & Reporting
* Define and track KPIs, SLAs, and operational performance metrics
* Build reporting frameworks for senior leadership and regulatory visibility
* Drive a culture of accountability, efficiency, and continuous improvement
Qualifications
* Proven experience in a Head of Operations / Senior Operations leadership role within fintech, payments, or banking
* Strong understanding of EMI frameworks and safeguarding requirements
* Experience operating in a regulated UK environment (FCA essential)
* Deep knowledge of customer onboarding, payments operations, and support models
* Strong stakeholder management skills across business and technical teams
* Hands-on mindset with the ability to build and scale operations
Apply
If you are interested in this opportunity, please apply directly and member of our team will reach out if your application is shortlisted.