Operations Analyst building AI - enabled tools, ETL pipelines, and reporting for Agoda’s global travel booking platform. Improving operational insights and automation from Toronto/GTA.
About the role
- Head of SaaS Operations owning Regions Bank go-live and stabilization for Temenos, a global banking technology provider. Building repeatable SaaS operating playbooks across the Americas.
Responsibilities
- Act as the named operational owner and primary day-to-day customer contact for Regions Bank
- Lead the customer-facing operating rhythm through go-live and stabilisation
- Drive timely decisions, clear escalation and coordinated execution
- Anticipate operational risks and communicate early
- Own day-to-day readiness through go-live, including an “operate as if live” dress rehearsal
- Establish a coordinated swarm response for critical issues
- Drive closure of operational gaps, including monitoring, US-hours engineering coverage, root-cause reviews and deployment automation
- Track actions, risks, dependencies and decisions visibly
- Build understanding of the integration landscape between Regions and the Temenos core
- Triage issues across Temenos, application, data, infrastructure and the wider ecosystem
- Navigate the Temenos organisation and maintain momentum across matrixed teams
- Lead and coordinate the Regions-facing account team
- Partner with technical architects and delivery or service delivery managers
- Clarify decision rights and escalation paths
- Create and prove a repeatable operating playbook for strategic accounts
- Apply the model across Americas customers as the remit develops
Requirements
- Proven leadership of complex enterprise or banking technology operations, ideally through implementation, go-live and early-life support
- Strong customer-facing judgement, with the credibility to build trust, communicate transparently and lead through high-pressure situations
- Experience coordinating incident response, service readiness, operational risk and root-cause follow-through across multiple teams
- Ability to lead effectively in a matrix, establish clear accountability and mobilise technical and non-technical stakeholders without relying on direct reporting lines
- Sufficient SaaS, application and infrastructure understanding to frame issues, challenge constructively and engage the right specialists; the role is not expected to be the deepest technical expert
- Excellent prioritisation, written communication and executive stakeholder management skills
- Knowledge of Temenos products, SaaS operations and organisational networks would be highly advantageous
- Experience developing repeatable operational standards or playbooks and scaling them across customers or regions
Benefits
- Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month
- Civil Partnership: 1 week of paid leave if you're getting married. This covers marriages and civil partnerships, including same sex/civil partnership
- Family care: 4 weeks of paid family care leave
- Recharge days: 4 days per year to use when you need to physically or mentally needed to recharge
- Study leaves: 2 weeks of paid leave each year for study or personal development
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