Head of AI Operations (Fintech)

TL;DR

Head of AI Operations (Fintech): Designing and implementing AI-driven automation for global client servicing with an accent on digital deflection and operational efficiency. Focus on building a scalable AI-first client experience, optimizing conversational AI platforms, and expanding automation into KYC and payments.

Location: Hybrid in London, UK

Company

hirify.global is a leading FTSE 100 global fintech company providing dynamic online trading platforms and financial education worldwide.

What you will do

• Lead the AI-led client servicing automation programme to drive measurable improvements in digital deflection and client outcomes.
• Manage the continuous configuration and optimisation of conversational AI platforms as an ongoing improvement cycle.
• Identify and deliver automation opportunities across the wider Operations estate, including KYC, payments, and back-office functions.
• Set the technical direction for AI delivery, collaborating with central AI resources and engineering specialists.
• Build data and measurement foundations to demonstrate impact and make evidence-based decisions.
• Define the automation roadmap and establish strong partnerships with C-suite stakeholders and technical leaders.

Requirements

• Demonstrable track record of delivering AI-led client servicing transformation at scale in high-volume environments.
• Hands-on experience configuring conversational AI platforms (e.g., Intercom, Zendesk, Genesys, or Salesforce Service Cloud).
• Ability to lead both technical engineers and non-technical operations teams through AI-led change.
• Strong influencing skills and experience operating within a matrixed corporate environment.
• Commercial mindset with a focus on client and business outcomes over technical milestones.
• Must be based in or able to work hybridly in London.

Nice to have

• Working knowledge of agentic AI, including LLMs, RAG, and MCP architectures.
• Experience with voice AI platforms such as ElevenLabs, Vapi, or Retell.
• Experience working within financial regulatory frameworks (e.g., FCA, DORA).
• Exposure to KYC or payment processing automation.
• Background in a fintech scale-up or high-growth environment.

Culture & Benefits

• Competitive salary with a 12% flexible benefits package.
• Private medical cover for the employee and their family.
• 28 days total holiday, including birthday and volunteering leave.
• Life insurance and contributions to gym memberships.
• Unlimited access to the LinkedIn Learning Platform.
• Inclusive culture with active employee-led diversity and support networks.