Director of Product Operations, Embedded Finance and Ecosystems
Western Union
Job Level
Lead
Tech Stack
Swift
About the role
- Lead Sleek Australia’s operations, driving service delivery, process transformation, compliance, and profitability.
- Oversee and coordinate structured training, coaching, and leadership across accounting, tax, and payroll teams; work closely with department heads and subject matter experts.
- Build a high-performing, client-centric team culture, instilling accountability, efficiency, and focus on quality delivery.
- Oversee capacity planning, timely hiring, and effective onboarding to maintain service capacity and excellence.
- Take full ownership of client work delivery, ensuring accuracy, timeliness, and adherence to SLAs across all engagements.
- Ensure SOPs comply with ASIC and ATO requirements for companies and trusts and safeguard clients against regulatory risk.
- Monitor, measure, and continuously improve team performance, processes, and workflows to enhance productivity and gross profitability.
- Implement corrective actions where service issues arise to maintain client confidence and long-term relationships.
- Partner with leadership to set and achieve operational and financial targets for Sleek Australia.
- Contribute product feedback to enhance Sleek’s offerings; identify opportunities to leverage automation, AI, and digital tools.
- Standardise processes and reporting frameworks to ensure consistency and reliability in client delivery.
- Act as a key member of the leadership team, providing input into business strategy, service development, and client experience improvements.
- Anticipate future regulatory and industry shifts and proactively adapt Sleek’s capabilities.
Requirements
- Recognised degree in business, management, operations, or a related field (Accounting background a plus).
- 10+ years of proven leadership in operations management, with a track record of scaling teams, systems, and service delivery in complex environments.
- Extensive people leadership experience, ideally managing large or cross-functional teams; ability to coach, motivate, and drive accountability; former military officers or leaders with heavy people-operations management experience strongly preferred.
- Deep operational expertise to design and implement processes that ensure consistent, high-quality service delivery across multiple teams.
- Proven experience in regulated and compliance-focused environments, coordinating subject matter experts to ensure adherence (ASIC and ATO knowledge advantageous).
- Tech-enabled operator: resourceful and fluent with productivity software and AI tools to streamline workflows, reporting, and performance management.
- Strategic and resilient problem-solver: proactive, highly organised, and detail-oriented.
- Excellent communication and interpersonal skills; ability to influence and engage stakeholders at all levels.
- Comfortable operating in a VUCA environment with demonstrated ability to drive continuous improvement while meeting tight deadlines.
- Willingness to undergo background screening (education verification, criminal history, political exposure, bankruptcy/adverse credit checks) and provide consent.
