We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best so we are always in search of the best people to join our ever-growing talented team.
We are looking for a Senior Operations Manager with crypto domain expertise to make sure our products are fully supported by the operations behind them. As we scale spot trading onboarding payments and client support this is the dedicated operational resource in the department that keeps it all running smoothly for clients.
You will be the operational bridge between the business and the groups centralised back-office customer support and payments teams. You will coordinate those teams to support every product design and automate the operating processes they follow keep everything documented and the staff trained and track the metrics that show operations are running well.
You will report to the Head of Digital Assets and work closely with compliance product technology finance and treasury turning product and commercial strategy into repeatable auditable operating procedures.
Responsibilities:
Act as the single point of coordination between the business and the centralised back-office customer support and payments teams.
Drive operational readiness for new products markets and jurisdictions so every launch has the back office ready to support it.
Escalate regulated decisions such as AML alert disposition and suspicious-activity reporting to compliance and the MLRO.
Design document and standardise the operating processes the centralised teams follow end to end.
Identify automation opportunities and drive them to implementation using workflow automation and AI-assisted tooling to cut handling time reduce manual effort and lower operational risk.
Configure and maintain the operational tooling that supports the client journey in particular support and CRM platforms.
Design first-line operational controls where the flows need them: maker-checker steps exception handling and clear escalation paths.
Define and agree SLAs across onboarding verification deposits withdrawals and support and hold the centralised teams to them.
Track and report the operational metrics for the back-office functions: onboarding conversion SLA adherence failed transactions complaint volumes and support quality.
Treat metric breaches as an early-warning signal for operational risk and drive the fixes.
Report operational performance to the Head of Digital Assets and support internal and regulatory audits with operational evidence.
Requirements:
5 years in operations within regulated financial services fintech brokerage payments or crypto including 1-2 years leading teams or cross-functional initiatives.
Proven project and stakeholder management with a track record of coordinating and influencing shared or centralised teams to deliver.
Proven experience in process design and business process management (e.g. BPMN) and in delivering operational automation that improves efficiency and control.
AI-native mindset: fluent in using LLM/AI-assisted tools (e.g. Claude ChatGPT Copilot) to automate workflows draft documentation and analyse data day to day not just aware of AI but actively building it into how you operate.
Expert-level knowledge of support and CRM systems in particular Zendesk including workflow configuration automation and reporting.
Experience building and maintaining operational documentation and enablement: wikis knowledge bases SOPs playbooks and staff training.
Hands-on experience in at least two of: client operations KYC/AML operations and payments or reconciliation.
Working knowledge of AML/CTF and KYC/EDD as applied to crypto including wallet screening travel-rule obligations and source-of-funds assessment.
Data-literate: comfortable building and reading KRI dashboards and able to interrogate operational metrics independently.
Nice to have:
Direct experience at a crypto exchange custodian or CFD/retail trading platform.
Familiarity with blockchain analytics and screening tools.
SQL or BI tool proficiency for self-serve operational reporting.
Experience coordinating operations across more than one jurisdiction or time zone including shared-service-centre models.
Exposure to AI-assisted operations and automation tooling beyond core CRM and workflow platforms.
Experience designing or deploying AI agents/automations (e.g. custom GPTs n8n LLM workflows) for operational use cases.
What you will get in return:
Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
Generous Time Off: Need a breather Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
Employee Referral Program: Love working here Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
Comprehensive Health & Pension Benefits: From medical insurance to pension plans weve got your back. Plus location-specific benefits and perks!
Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Be a key player at the forefront of the digital assets movement propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent initiative and creativity. Work alongside one of the most brilliant teams in the industry.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best so we are always in search of the best people to jo...
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best so we are always in search of the best people to join our ever-growing talented team.
We are looking for a Senior Operations Manager with crypto domain expertise to make sure our products are fully supported by the operations behind them. As we scale spot trading onboarding payments and client support this is the dedicated operational resource in the department that keeps it all running smoothly for clients.
You will be the operational bridge between the business and the groups centralised back-office customer support and payments teams. You will coordinate those teams to support every product design and automate the operating processes they follow keep everything documented and the staff trained and track the metrics that show operations are running well.
You will report to the Head of Digital Assets and work closely with compliance product technology finance and treasury turning product and commercial strategy into repeatable auditable operating procedures.
Responsibilities:
Act as the single point of coordination between the business and the centralised back-office customer support and payments teams.
Drive operational readiness for new products markets and jurisdictions so every launch has the back office ready to support it.
Escalate regulated decisions such as AML alert disposition and suspicious-activity reporting to compliance and the MLRO.
Design document and standardise the operating processes the centralised teams follow end to end.
Identify automation opportunities and drive them to implementation using workflow automation and AI-assisted tooling to cut handling time reduce manual effort and lower operational risk.
Configure and maintain the operational tooling that supports the client journey in particular support and CRM platforms.
Design first-line operational controls where the flows need them: maker-checker steps exception handling and clear escalation paths.
Define and agree SLAs across onboarding verification deposits withdrawals and support and hold the centralised teams to them.
Track and report the operational metrics for the back-office functions: onboarding conversion SLA adherence failed transactions complaint volumes and support quality.
Treat metric breaches as an early-warning signal for operational risk and drive the fixes.
Report operational performance to the Head of Digital Assets and support internal and regulatory audits with operational evidence.
Requirements:
5 years in operations within regulated financial services fintech brokerage payments or crypto including 1-2 years leading teams or cross-functional initiatives.
Proven project and stakeholder management with a track record of coordinating and influencing shared or centralised teams to deliver.
Proven experience in process design and business process management (e.g. BPMN) and in delivering operational automation that improves efficiency and control.
AI-native mindset: fluent in using LLM/AI-assisted tools (e.g. Claude ChatGPT Copilot) to automate workflows draft documentation and analyse data day to day not just aware of AI but actively building it into how you operate.
Expert-level knowledge of support and CRM systems in particular Zendesk including workflow configuration automation and reporting.
Experience building and maintaining operational documentation and enablement: wikis knowledge bases SOPs playbooks and staff training.
Hands-on experience in at least two of: client operations KYC/AML operations and payments or reconciliation.
Working knowledge of AML/CTF and KYC/EDD as applied to crypto including wallet screening travel-rule obligations and source-of-funds assessment.
Data-literate: comfortable building and reading KRI dashboards and able to interrogate operational metrics independently.
Nice to have:
Direct experience at a crypto exchange custodian or CFD/retail trading platform.
Familiarity with blockchain analytics and screening tools.
SQL or BI tool proficiency for self-serve operational reporting.
Experience coordinating operations across more than one jurisdiction or time zone including shared-service-centre models.
Exposure to AI-assisted operations and automation tooling beyond core CRM and workflow platforms.
Experience designing or deploying AI agents/automations (e.g. custom GPTs n8n LLM workflows) for operational use cases.
What you will get in return:
Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
Generous Time Off: Need a breather Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
Employee Referral Program: Love working here Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
Comprehensive Health & Pension Benefits: From medical insurance to pension plans weve got your back. Plus location-specific benefits and perks!
Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Be a key player at the forefront of the digital assets movement propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent initiative and creativity. Work alongside one of the most brilliant teams in the industry.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Enjoy online trading like never before. With Capital.com’s app, you can discover investment opportunities on leading financial markets. Access the latest trading insights at the touch of a button, as well as in-depth educational features, comprehensive financial analysis and the day’s
... View more
Job Location:
Monthly Salary:
Posted on:
Vacancies:
