VP, Customer Operations

The Vice President of Customer Operations is a senior leadership role responsible for the strategic oversight governance and performance of the Groups end-to-end back-office operations with primary accountability for Client Processing (Payments & Transactions) and Client Onboarding (KYC Screening & Ongoing Monitoring).

This role is designed for a highly experienced operations leader with a strong background in regulated financial services (ideally FX / brokerage / fintech) who can operate at both strategic and executional levels. The VP of Operations will set the operational vision define scalable operating models establish meaningful KPIs and OKRs and act as a key influencer across the business.

Key Responsibilities

1. Strategic Leadership & Operating Model

• Own and define the Back Office Operations strategy aligned with the Groups overall business objectives regulatory obligations and growth plans.
• Design and continuously evolve a scalable operating model covering Processing and Onboarding ensuring resilience efficiency and regulatory robustness.
• Translate company-wide strategy into clear operational priorities measurable OKRs and executable roadmaps for senior managers and team leads.
• Act as a senior thought partner to executive leadership contributing to long-term planning capacity modelling and geographic expansion discussions.

2. Processing Operations (Payments & Transactions)

• Provide executive oversight of all client transaction activities including deposits withdrawals internal transfers investigations and exception handling.
• Ensure processing operations meet defined SLAs for accuracy turnaround time and client experience.
• Partner closely with Payments Finance Risk Compliance Process Improvement Product and front facing Customer teams to ensure seamless end-to-end client journeys.
• Oversee relationships with banks PSPs and fintech partners from an operational performance and escalation perspective (commercial ownership remains with Payments/Commercial teams).
• Ensure strong governance controls and audit readiness across all transaction flows.

3. Client Onboarding & KYC Operations

• Provide executive leadership for client onboarding KYC verification enhanced due diligence and ongoing monitoring activities.
• Ensure onboarding operations balance regulatory rigor with client experience supporting growth without compromising compliance.
• Partner with Compliance on policy interpretation risk frameworks and regulatory change implementation.
• Oversee large-scale screening and monitoring operations ensuring timeliness accuracy and documented decision-making.
• Act as a senior escalation point for complex or high-risk onboarding and KYC cases.

4. KPIs OKRs & Performance Management

• Define own and continuously refine operational KPIs and OKRs across Processing and Onboarding.
• Ensure metrics are outcome-focused balanced (speed quality risk) and aligned with business objectives.
• Establish robust performance governance including monthly quarterly and annual reviews.
• Use data trend analysis and insights to proactively identify risks capacity constraints and improvement opportunities.
• Hold the teams accountable for delivery while enabling them with clarity tools and support.

5. Process Improvement & Operational Excellence

• Act as a senior sponsor for process improvement initiatives automation and tooling enhancements.
• Work collaboratively with the Process Improvement / Enablement team to:

           o Identify inefficiencies and pain points

           o Prioritise initiatives based on impact and feasibility

           o Recommend sustainable solutions

• Champion standardisation documentation and best-practice adoption across all back-office functions.
• Ensure change initiatives are embedded through training communication and performance tracking.

6. Leadership Talent & Culture

• Lead and develop a multi-layered leadership structure including Senior Managers Managers and Team Leads.
• Create a culture of accountability ownership and continuous improvement.
• Own succession planning talent development and leadership capability building within Operations.
• Ensure effective workforce planning shift coverage models and contingency planning to support 24/7 or multi-region operations where applicable.
• Act as a role model for the companys values behaviours and leadership principles.

7. Stakeholder Management & Influence

• Serve as a key operational interface with senior stakeholders across Compliance Risk Product Technology Payments Finance and Front-Office teams.
• Influence decision-making through data-driven insights clear narratives and pragmatic solutions.
• Represent Operations in internal governance forums steering committees and executive reviews.

Qualifications :

Required Experience:

• 1015 years of experience in Operations within regulated financial services (FX brokerage fintech banking or payments).
• Proven experience leading large multi-function operational teams across processing and/or onboarding/KYC.
• Demonstrated success in defining and managing KPIs OKRs and performance frameworks at scale.
• Strong track record of partnering with Compliance and Risk in highly regulated environments.
• Experience sponsoring or leading large transformation or automation programmes in collaboration with enablement teams.

Skills & Competencies:

• Strategic thinker with strong execution discipline
• Influential leader with the ability to drive alignment without direct authority
• Highly analytical and data-driven decision maker
• Strong problem-solving and structured thinking skills
• Excellent communication and stakeholder management capabilities
• Comfortable operating in fast-paced complex and evolving environments

Qualifications

• Bachelors degree in Finance Business Economics Operations Management or related field (Masters / MBA preferred)
• Relevant professional certifications (e.g. Lean Six Sigma PMP Compliance or Risk qualifications) are advantageous
• Strong understanding of FX products and client lifecycle operations is highly desirable

Leadership Experience:

• This role requires a senior credible and resilient leader who can set direction challenge constructively and elevate operational maturity across the organisation.
• The VP of Operations is expected to think beyond function act as a business leader first and drive outcomes through collaboration rather than siloed optimisation.

Remote Work :

No

Employment Type :

Full-time