Head of Operations- North America

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections only if posting has real specific content. We must not repeat job title as heading. No Job ID etc. Remove boilerplate: EEO, equal opportunity, etc. Also remove application instructions. The posting includes: Role Overview (maybe "About the role"?), About Us (maybe "About the role"? Actually "About Us" is about company, not role. Could be "About the role"? The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content accordingly. We have: - Role Overview: description of role reporting to Director, leading regional Operations team, operational excellence, etc. This could be "About the role". - About Us: description of company, mission, services, expansion, etc. This might not fit any heading; maybe we can include as part of "About the role"? But we should not invent sections. The instruction: include a section ONLY when the posting has real, specific content for it. So we could have "About the role" (role overview) and "Responsibilities" (Key Responsibilities). Then "Requirements" (What We're Looking For). Possibly also "Qualifications" and "Skills" but they may overlap. The posting includes "What We're Looking For" which includes experience, understanding, etc. That could be both Requirements and Qualifications and Skills. We need to decide how to split. The instruction: prefer a few substantive sections over many thin ones. So we could combine Requirements and Qualifications into one section? But headings are predefined; we can omit sections if no specific content. We could put all under "Requirements". Or we could split: Requirements (minimum 5 years experience etc.), Qualifications (maybe trust/core banking platforms), Skills (leadership, communication, data-driven). However the posting lumps them together. To avoid thin sections, maybe just have "Requirements" covering all. Then we could omit Qualifications and Skills. Benefits, Pay, Schedule: posting does not mention benefits, pay, schedule. So we should NOT include those sections. Thus output:

About the role

... role overview ...

Responsibilities

• ... each responsibility ...

Requirements

• ... each requirement ...

We must preserve all substantive information, not invent or summarize away detail. Need to keep details like "Line management responsibilities for all Analysts in region, including Incident Leads", etc. Must not drop any. We need to parse the responsibilities list from the posting. Let's extract responsibilities: From "Key Responsibilities" section: - Team Leadership - Line management responsibilities for all Analysts in region, including Incident Leads - Managing regional team capacity and highlighting resource constraints that may limit the ability of the Operations team to support the company at scale - Foster a culture of continuous learning, experimentation, and improvement - Manage end-to-end operations for trust accounts: maintenance, asset transfers, distributions, and closures - Ensure timely, accurate processing of payments, settlements, and corporate actions - Oversee reconciliations across custodial, cash, and securities positions - Manage regulatory and fiduciary reporting obligations (trust accounting standards, audit requests) - Operational Excellence and Customer Support - Lead operations across the region, ensuring consistent service delivery and operational efficiency in both your region, and globally alongside the other Heads of Operations - Oversee payment processing, reconciliation, payment operations, and partner integrations, as well as customer onboarding and support experiences - Continuously identify and propose process efficiencies, particularly utilising AI tooling as appropriate, that can improve the speed and quality of customer support and throughout the onboarding process, as well as banking and other provider integrations - Embody, and build a team culture demonstrating the same high accountability, high ownership, high-performance principles expected of the Operations function - Continuously track and improve key team performance metrics and SLA expectations in relation to both customer support and customer onboarding to monitor performance and continually optimise operations - 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 for providers in region - Partner with the product and engineering tribe leads to maintain visibility of Product Roadmaps for teams in region, ensuring suitable analyst coverage for requirements discovery and testing - Complaint handling including responding, tracking and reporting and ensuring all complaints are handled to the Sokin high standard and in-line with internal and regulatory requirements Now "What We're Looking For" (requirements): - Minimum 5 years of experience in payments or fintech operations, with a strong track record of leadership - Deep understanding of cross-border payments, transaction flows, FX, digital wallets and financial infrastructure - Deep understanding and experience of working in API-first environments - Experience operating in regulated environments and across multiple jurisdictions - Proven ability to scale operational teams and systems in high-growth fintech environments - Experience in trust and/or banking operations - Experience with trust/core banking platforms (e.g., FIS, SEI, Fiserv) - Strong leadership, communication, and stakeholder management skills - Data-driven mindset with hands-on familiarity with tools for process optimization and reporting - Experience working in a scale-up environment - Please note, candidates will need to have the right to work in the jurisdiction that they are looking to work in. (This is a note; we can include as a paragraph maybe.) - Sokin is an equal opportunities employer ... (EEO boilerplate) -> remove. - As a growing global startup ... agile, flexible working culture. (maybe keep? It's about company culture, not EEO. Could be considered boilerplate but it's about culture. Might be okay to keep? The instruction: remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. The agile flexible working culture is not EEO; it's about culture. Might be okay to keep. But it's somewhat generic. Might be considered boilerplate? Not sure. Safer to keep as it's substantive about work environment. However it's not a requirement. Could be placed in About the role? Might be better to omit as it's not directly role-specific. But it's about company culture; could be part of About Us? Already we have About Us earlier. We could incorporate that into About the role? But we already have About the role section for role overview. The "About Us" earlier is separate. We could maybe add a short paragraph about company culture under About the role? But we must not invent sections. We could add a paragraph after role overview about company culture? That would be extra content not under a heading; but we can include as part of About the role paragraph? The instruction: Use

for prose. So we can have multiple

under a heading. So we can include the culture note as a paragraph under About the role. But we must preserve ALL substantive information. So we need to include the company description from "About Us" as well. Where to put? Could be under About the role? Might be misfit. Perhaps we can add another heading "About the company"? Not allowed headings list only includes those specific ones. So we cannot add a custom heading. So we must fit it into allowed headings or drop it. The instruction: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples, not exclusive? It says "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." Likely they expect only those headings. So we must not create other headings. So we need to place the About Us content somewhere under one of those headings. Perhaps under About the role we can include both role overview and company description. That seems okay. Thus About the role heading will contain prose covering role overview and company description (About Us). Then Responsibilities heading with list. Then Requirements heading with list. We must not include Benefits, Pay, Schedule sections. Now ensure we don't repeat job title as heading. The job title is "Head of Operations- North America". Not used. Now we need to strip boilerplate: EEO, equal opportunity, etc. Also remove "Please note, candidates will need to have the right to work in the jurisdiction that they are looking to work in." This is not boilerplate? It's a requirement about right to work. Could be included as a requirement. It's substantive. We'll keep it. Also remove "As a growing global startup with bases across multiple countries, we were established on and continue to promote an agile, flexible working culture." This is about culture; we can keep as prose under About the role. Also remove "Please reach out to discuss any accommodations you may require during the recruitment process." That's application instruction? It's about accommodations; could be considered boilerplate? It's about recruitment process; maybe remove as application instruction. The instruction says remove application instructions. So we should remove that line. Also remove "Sokin is an equal opportunities employer and committed to maintaining an inclusive work environment." That's EEO boilerplate; remove. Now we need to ensure we preserve all other substantive info. Let's craft the HTML. We'll have:

About the role

The Head of Operations- North America role reports to the Director of Global Operations and is responsible for leading the regional Operations team. You will be responsible for operational excellence across the North American region, working closely with compliance, product and tech to optimize internal processes and the customer experience and support strategic growth. This is a unique opportunity to lead within a fintech disrupting global payments, driving efficiency and excellence from one of the world’s fastest-growing financial centres.

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. As a growing global startup with bases across multiple countries, we were established on and continue to promote an agile, flexible working culture.

Then Responsibilities:

Responsibilities

• Line management responsibilities for all Analysts in region, including Incident Leads
• Managing regional team capacity and highlighting resource constraints that may limit the ability of the Operations team to support the company at scale
• Foster a culture of continuous learning, experimentation, and improvement
• Manage end-to-end operations for trust accounts: maintenance, asset transfers, distributions, and closures
• Ensure timely, accurate processing of payments, settlements, and corporate actions
• Oversee reconciliations across custodial, cash, and securities positions
• Manage regulatory and fiduciary reporting obligations (trust accounting standards, audit requests)
• Lead operations across the region, ensuring consistent service delivery and operational efficiency in both your region, and globally alongside the other Heads of Operations
• Oversee payment processing, reconciliation, payment operations, and partner integrations, as well as customer onboarding and support experiences
• Continuously identify and propose process efficiencies, particularly utilising AI tooling