Job Description
This role is responsible for overseeing the management and evaluation of service providers, including outsourced activities to Coinbase affiliates, third-party service providers, and sub-outsourcing arrangements. The incumbent will design and implement operational controls for the first line of defence, collaborate with second line of defence teams to ensure compliance, and manage the escalation processes for outsourced services. This position also involves developing and executing local operational procedures to meet regulatory requirements, monitoring key performance indicators such as fraud rates, and supporting the implementation of Consumer Duty standards across e-money operations.
Key Responsibilities
- Assess and monitor service provider performance, including outsourced activities to Coinbase affiliates, third-party vendors, and sub-outsourcing arrangements
- Review, refine, and report on service provider deliverables while collaborating with internal and external stakeholders to enhance service quality
- Design and implement first-line-of-defence controls in partnership with second-line-of-defence teams, conducting regular assessments and reporting findings
- Establish and manage formal escalation processes for outsourced services, ensuring timely communication of issues to relevant partners and proactive resolution
- Develop and own the execution of local operational and outsourcing procedures to ensure compliance with regulatory requirements and operational efficiency
- Oversee the monitoring and reporting of critical metrics like fraud rates, providing local management with visibility into trends and patterns
- Support the implementation of Consumer Duty requirements through collaboration with the Consumer Duty Champion
- Execute critical ad hoc projects that impact local business operations, ensuring alignment with strategic objectives
- Define and manage the Outsourcing and Operations agenda, coordinating daily business operations for CB Payments Ltd. across all lines of business
- Maintain consistent performance against operational targets through effective process management and stakeholder coordination
Job Requirements
- Proven experience in service provider management, regulatory compliance, and operational risk control
- Strong understanding of outsourcing frameworks, including sub-outsourcing arrangements and contractual obligations
- Excellent analytical skills to evaluate performance metrics and identify improvement opportunities
- Ability to design and implement operational controls that align with regulatory standards and business needs
- Proficiency in establishing escalation protocols and managing cross-functional communication
- Knowledge of Consumer Duty requirements and their application in e-money operations
- Experience with process improvement initiatives and project management methodologies
- Strong collaboration skills to work with internal teams, external stakeholders, and regulatory bodies
- Attention to detail to ensure accurate reporting of service performance and operational metrics
- Excellent organizational skills to manage multiple priorities and maintain operational efficiency
- Ability to translate regulatory requirements into actionable operational procedures
- Experience with fraud monitoring systems and risk reporting frameworks
- Strong communication skills to convey complex issues clearly to both technical and non-technical audiences
- Knowledge of financial services regulations and compliance frameworks
- Ability to lead and coordinate operational activities across different business units
