Head of Operations, Uber Payments BV

Uber Payments B.V. (UPBV) is an Electronic Money Institution (EMI) licensed in the Netherlands, operating as part of Uber’s regulated payments ecosystem in the European Economic Area (EEA). We are seeking a Head of Operations to take ownership of UPBV’s operational regulatory obligations and strengthen the governance and oversight framework within the First Line of Defence.

In this role, you will report directly to the Chief Financial and Operations Officer (CFOO) and act as the primary liaison between the UPBV Management Board, the Regulated Services Team (RST), and various other teams at Uber Technologies (UTI). You will ensure that operational, regulatory, and resilience requirements are fully integrated into the day-to-day operations. This includes overseeing compliance with regulations of the Dutch Central Bank (De Nederlandsche Bank, DNB), the Digital Operational Resilience Act (DORA), and other key pan-European regulatory frameworks.

1. Manage UPBV’s business and risk within the defined appetite in multiple domains (e.g. Internal & External Fraud, Third Party, Technology and Cyber & Information Security)
2. Maintain UPBV Policies and Standard Operating Procedures (SOPs) for accountable domains.
3. Operationalise Policies & SOPs to ensure day-to-day activities are resilient and in line with regulations, ensuring ongoing regulatory compliance.
4. Ensure UPBV is compliant with specific regulations impacting UPBV’s operations, such as Digital Operational Resilience Act (DORA), Business Continuity, and Privacy.
5. Actively manage, oversee and report on all outsourcing relationships with global UTI teams (including RST) to ensure the timely and compliant delivery of all services as defined by the Service Level Agreement (SLA) and UPBV's regulatory requirements.
6. Be the internal UPBV point of contact for the UPBV management board on all outsourcing and the SLA agreement between UPBV and UTI.
7. Monitor and review SLAs and KPIs and report performance to the Management Board and Supervisory Board.
8. Act as liaison to Tech/CISO on SLA change impacts and product enablement from infrastructure side
9. Own Business Continuity for UPBV.
10. Coordinate all regulatory submissions per the accountable domains (e.g. IT Self-risk assessment, DORA)
11. Own the Fraud management framework for UPBV (leveraging UTI fraud reporting and building new reporting where necessary)
12. Support with external and internal audits to identify and address compliance gaps in UPBV’s processes and control framework.

1. 10+ years of working cross-functionally with tech and non-tech experience
2. 8+ years of program or project management / outsourcing experience, operations management experience or related fields
3. Exceptional communication and influencing skills with a demonstrated ability to engage and manage senior stakeholders across all levels of a complex, regulated, and cross-functional organization.
4. Demonstrated ability to manage projects and drive change in a fast-paced environment.
5. Attention to detail, with the ability to drill down when necessary whilst maintaining a helicopter view
6. Highly proactive and results-oriented, with a demonstrated ability to effectively prioritize and focus on material risks and regulatory matters.
7. Comfortable managing ambiguity and adapting in a dynamic environment.

1. A background in payments or regulated financial services environment is a strong differentiator
2. Technical understanding of payments systems, processes and integrations.
3. Proven ability to aggregate information and create executive-level summaries is highly desirable
4. Experience in an operational role at an Electronic Money Institution or a Payment Institution under regulatory supervision
5. Up to date on regulations impacting EMI’s operating in the EEA.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.