Head Of AI Operations (Fintech)

TL;DR

Head of AI Operations (Fintech): Leading the design, implementation, and optimization of AI-driven automation across global operations with an accent on client servicing, KYC, and back-office processing. Focus on building a high-performing delivery team, setting technical direction for conversational AI platforms, and driving measurable business outcomes in a complex, regulated environment.

Location: London (hybrid)

Company

hirify.global is a leading global fintech company and FTSE 100 member providing dynamic online trading platforms and financial services to clients worldwide.

What you will do

• Own and accelerate the AI-led client servicing automation program to improve digital deflection and client outcomes.
• Lead the continuous configuration and optimization of conversational AI platforms.
• Identify and deliver automation opportunities across KYC, payments, and back-office functions.
• Set technical direction for AI delivery and secure necessary resources from central teams.
• Build data and measurement foundations to demonstrate impact and drive evidence-based decisions.
• Develop the AI Operations team into a high-performing, delivery-focused unit.

Requirements

• Proven track record of delivering AI-led client servicing transformation in a high-volume environment.
• Hands-on experience with conversational AI platforms (e.g., Intercom, Zendesk, Genesys, Salesforce).
• Ability to lead both technical engineers and non-technical operations teams.
• Strong stakeholder leadership skills with the ability to operate at the C-suite level.
• Commercial mindset focused on measurable business and client outcomes.
• Experience operating in a matrixed environment.

Nice to have

• Working knowledge of agentic AI, LLMs, RAG, and MCP architectures.
• Experience with voice AI platforms like ElevenLabs, Vapi, or Retell.
• Background in regulated financial services (FCA, DORA).
• Experience with KYC or payment processing automation.

Culture & Benefits

• Competitive salary with a 12% flexible benefits package.
• Private medical cover for you and your family and life insurance.
• 25 days holiday plus birthday off and volunteer days.
• Access to LinkedIn Learning and tailored development programs.
• Supportive parental leave policies and diverse employee-led networks.