Senior Operations Manager (Digital Assets)

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're looking for a Senior Operations Manager to build and run the operational backbone of our digital assets business, coordinating between Capital Vault and the group's centralized back-office, support and payments teams. You'll 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: you'll coach and shape how the centralized team works for Capital Vault without directly managing them, reporting to the Head of Digital Assets.

Responsibilities:

• 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 team's 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.

Requirements:

• 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 don't 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.

Nice to have:

• 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.