Role Overview:

We are seeking an experienced Head of Operations to oversee and manage all outsourced operational activities conducted by external partners. This role is responsible for ensuring operational integrity, service quality, and compliance across outsourced functions, particularly those handled by OSL and Banxa.

The ideal candidate will establish strong operational governance, monitor service performance, and ensure appropriate controls are in place to manage operational risks associated with third party providers.

Key Responsibilities:

• Outsourced Operations Oversight

Oversee all operational functions outsourced to external service providers, particularly OSL and Banxa • Ensure outsourced operations are conducted in accordance with contractual obligations, regulatory requirements, and internal policies • Maintain effective governance frameworks for third party operational oversight

• Service Level Management

Monitor and manage Service Level Agreements (SLAs) with outsourced partners • Track service performance metrics and ensure service levels are consistently met • Escalate and address service delivery issues in a timely manner

• Operational Controls & Reconciliation

Establish and oversee reconciliation processes and operational controls across outsourced operational activities • Ensure timely identification and resolution of reconciliation breaks or operational discrepancies • Work closely with internal teams and external providers to maintain operational accuracy and integrity

• Incident Management & Risk Oversight

Oversee the management of operational incidents, including investigation, escalation, and remediation • Ensure appropriate root cause analysis and corrective actions are implemented • Maintain incident reporting and operational risk tracking mechanisms

• Operational Performance & KPI Governance

Define and monitor operational KPIs to assess service quality and operational performance • Produce operational reports for senior management on service performance, incidents, and operational risks • Drive continuous improvement initiatives with external service providers

• Stakeholder & Vendor Management

Act as the primary point of contact for operational engagement with outsourced service providers • Coordinate with internal teams including compliance, risk, finance, and technology to ensure effective operational alignment • Support vendor governance, periodic service reviews, and operational audits where required

Requirements:

• Bachelor’s degree in Business, Finance, Operations, or a related discipline
• 8 to 12 years of experience in operations, outsourcing oversight, or vendor management, preferably within financial services, fintech, or digital assets
• Strong understanding of operational risk management and third party service governance
• Experience managing service level agreements, operational controls, and incident management frameworks
• Strong analytical and problem solving skills with attention to operational detail
• Excellent stakeholder management and communication skills

Vision & Mission:

• OSL is the first SFC-licensed digital asset platform in Hong Kong and a PayFi innovator. Through stablecoin payments, cross-border settlement and global licensing, we are building the next-generation payments network. Stablecoins have become everyday money across emerging markets and are widely viewed as blockchain’s “killer app,” with industry focus shifting from token issuance to real-world consumer and enterprise payment adoption. The strongest growth lies in cross-border B2B payments, where providers embedding stablecoins into corporate settlement flows can capture significant volume and float. Long-term defensibility comes from regulatory licences, banking partners and cross-border corridors.
• OSL holds or has acquired licences in Hong Kong, Japan, Australia, Bermuda and Indonesia, and is expanding into Europe, Brazil, Southeast Asia and Africa through acquisitions and licence applications. With OSL Pay and StableX, we embed stablecoin settlement into bank accounts and card networks, support 150+ digital assets, and provide 24/7 fiat–stablecoin conversion. As a regulated pioneer with a startup mindset, we believe the future of payments will be driven by real adoption and scalable deployment, not technology narratives. We welcome builders who are passionate about crypto and payments to join us in shaping compliant, global payment infrastructure.