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Head of Operations - Australia
Location: Surry Hills, Sydney – Hybrid role (2-3 days WFH)
Reporting To: Chief Operating Officer
Who We Are
Shaype is a global fintech headquartered in Surry Hills, Sydney. Over the past 7 years Shaype has been building next-gen cloud solutions to allow for more flexibility, speed and control of payments to be put in the hands of our clients and customers. We serve both the consumer and business markets with innovative solutions delivered
by the Shaype embedded finance platform.
Our mission is to enable the world's most innovative financial and non-financial companies helping them remove complexity and empower their ability to deploy new business models, products and serve new markets in record time.
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The Shaype platform is a financial services enablement platform. Shaype offers brands the ability to create transactional banking experiences providing access to spending cards, accounts/digital wallets and domestic payment rails on a Software-as-a-service basis.
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At Shaype, we believe in the seamless integration of embedded financial services into all financial and non-financial companies. Built from the 'cloud-down' - we own our ecosystem with control to optimise and allow for flexible microservice integrations.
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Shaype’s target companies range from traditional financial institutions through to fintechs and digital innovators and an increasing emphasis on well-known consumer brands that are essential to Shaype’s mission of delivering extraordinary payment experiences.
What We Need
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Shaype has been rapidly building out its embedded finance ecosystem for the past 7 years and in doing so has achieved accelerating growth and uncovered significant opportunities in the marketplace.
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Due to this ongoing growth, we have an opportunity to add to our existing Australian team. We're looking for a Head of Operations to lead a wide range of business functions that support our clients and who can ensure we remain ready and equipped to continue to scale the business.
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This critical role requires an experienced payment operations professional who can focus our business, resources and energies on the best short and long-term business opportunities.
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This role is Sydney based and offers flexible working arrangements – up to 3 days per week working from home.
About the role
As Head of Operations at Shaype, you will lead our Australian Operations team and play a pivotal role in shaping and executing our operational strategy. Working closely with cross-functional teams— including our UK-based technology group—you will align people, processes, and platforms to deliver scalable, high-performing solutions across the business.
This role demands a dynamic leader with deep experience in financial services and/or payments. You must be comfortable influencing at the strategic level while also engaging at a detailed, hands-on level to ensure operational excellence.
As this part of the business continues to evolve, we’re looking for someone who thrives in change, contributes to shaping structure and direction, and brings a continuous improvement mindset to everything they do.
Key Responsibilities include, but are not limited to:
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Lead the day-to-day operations for platform support (line 2) and customer support for Shaype’s Hay Retail proposition.
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Own and enhance critical business processes (e.g. daily settlements, reconciliation, dispute management), acting as SME for operational design and change.
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Manage internal teams and third-party vendors (as required), ensuring alignment with service expectations and business goals.
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Identify and implement opportunities for process improvement, efficiency gains, and scalable practices.
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Establish and monitor performance metrics to measure effectiveness and drive accountability.
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Ensure the voice of the client and customer is represented in operational decisions through consultation with the Customer Success team, and by championing a client-centric approach based on moments of truth.
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Ensure compliance with relevant regulations, standards, and contractual obligations, while implementing robust risk management practices.
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Foster a high-performing team culture built on accountability, collaboration, continuous improvement, and quality client and customer engagement at every opportunity.
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Collaborate across leadership to align operations with broader business objectives and support seamless end-to-end customer experiences—from acquisition to retention and advocacy.
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Leverage data and technology to improve operational visibility, automate workflows, and enable data-informed decision-making.
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Drive the ongoing development of Shaype’s back-office platform, Control Centre.
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​Partner with Customer Success, Product and Technology teams to evolve operational tooling, ensuring that Shaype’s platform scales efficiently and securely.
​What experience will you have
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​At least ten years proven track record at companies in financial services and/or fintechs
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Proven experience in overseeing and managing a diverse set of business functions.
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Significant experience of the Australian transaction solutions that Shaype utilises – Card Issuing, Australian non-scheme rails (NPP, Direct Entry, BPay). Experience with as many of these payments rails as possible is preferred.
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Evidence of working with payment reconciliation and settlement processes is highly desirable.
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Proven experience at building and scaling teams through a high growth phase.
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Extensive experience in optimising operational processes and implementing performance metrics to drive efficiency and productivity.
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Experience in developing and nurturing relationships with key stakeholders, including internal team, clients, partners, and regulatory authorities.
Attributes for success at Shaype
Problem Solver
At Shaype, we continuously seek innovative ways to improve— whether it’s scaling efficiently, enhancing processes, or elevating the client experience. We value team members who don’t just identify challenges but instinctively pursue solutions, thinking critically and acting proactively to drive meaningful change.
Agility and Flexibility
Success at Shaype means thriving in a dynamic, fast-moving environment. We look for individuals who are comfortable navigating ambiguity, adapting to change, and evolving alongside the business. Your ability to embrace new challenges with confidence and resilience will be crucial.
Influencing and Collaboration
Collaboration is at the heart of everything we do. Many roles at Shaype require engaging with stakeholders across all levels of the business, both domestically and internationally. Strong communication, relationship-building, and the ability to influence outcomes will be key to driving impact and achieving shared
success.
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Ready to apply?
Please send your application to careers@shaype.com including
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Your CV
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Highlight any relevant skills and experience that set you apart from others
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Describe how you are a great cultural fit for the role and for Shaype.
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