Senior Operations Manager (Digital Assets)
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Job Summary
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.
Were looking for a Senior Operations Manager to build and run the operational backbone of our digital assets business coordinating between Capital Vault and the groups centralized back-office support and payments teams. Youll start by auditing how things work today and taking ownership of coordination then move into designing the frameworks SLAs and automation that let operations run smoothly at scale. This is a high-autonomy high-influence role: youll coach and shape how the centralized team works for Capital Vault without directly managing them reporting to the Head of Digital Assets.
- Audit current back-office customer support and payments processes as they apply to Capital Vault and take ownership of coordination between Capital Vault and the centralized teams.
- Build the operating framework: define how work should flow between Capital Vault and the centralized back-office support and payments teams and where local versus centralized ownership makes sense.
- Define and hold the centralized teams to SLAs across onboarding verification deposits withdrawals and support and manage escalations complaints and tickets specific to Capital Vault.
- Drive operational readiness for new products markets and jurisdictions so every launch has the back office ready to support it.
- Identify automation opportunities and drive them to implementation using workflow automation and AI-assisted tooling with the goal of moving business-as-usual toward dashboard-level oversight rather than manual handling.
- Escalate regulated decisions such as AML alert disposition and suspicious-activity reporting to compliance and the MLRO.
- Design first-line operational controls where needed: maker-checker steps exception handling and clear escalation paths.
- Configure and maintain the operational tooling that supports the client journey particularly support and CRM platforms.
- Track and report on operational metrics onboarding conversion SLA adherence failed transactions complaint volumes and support quality and treat metric breaches as an early-warning signal for operational risk.
- Coach and influence the centralized operations teams ways of working for Capital Vault without directly managing them administratively.
- Report operational performance to the Head of Digital Assets and support internal and regulatory audits with operational evidence.
- 5 years in operations within regulated financial services fintech brokerage payments or crypto ideally including experience leading or coordinating cross-functional initiatives rather than only individual casework.
- A demonstrated builder track record: experience auditing designing or overhauling operating processes from scratch not just operating within an existing framework.
- Proven stakeholder management with a track record of coordinating and influencing shared or centralized teams you dont directly manage.
- 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.
- Expert-level knowledge of support and CRM systems particularly 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.
- Data-literate: comfortable building and reading KRI dashboards and able to interrogate operational metrics independently.
- Comfortable operating with a high degree of autonomy and ambiguity particularly in a newly regulated still-forming business line.
- Direct experience in crypto/digital assets.
- Working knowledge of AML/CTF and KYC/EDD as applied to crypto including wallet screening travel-rule obligations and source-of-funds assessment.
- 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.
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.
Our company has an Internal Reporting Procedure. It is available from the Human Resources Department upon request emailprotected. You may report a violation referred to in the Procedure under the terms specified therein.
Required Experience:
Manager
About Company
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
