Operations manager

Company Overview:
Join a dynamic and innovative fintech hub that specializes in cutting-edge financial technology solutions. Our team is dedicated to delivering exceptional service and robust financial products to our global client base. We are looking for a highly skilled and motivated Operational Manager to oversee and streamline our operations, ensuring efficiency, compliance, and excellence in all facets of our business.

Position Summary:
The Operational Manager will be responsible for managing daily operations, ensuring seamless communication across teams, handling sensitive requests, overseeing customer interactions, and supporting ongoing projects. This role requires a strategic thinker with excellent organizational skills and a keen eye for detail to maintain operational integrity and drive continuous improvement.

Key Responsibilities:

1. Team and Contact Management:
   - Manage the Customer Service (CS) team and head of CS.
   - Integrate relevant team members into customer communication groups to ensure smooth and uninterrupted communication.
   - Communicate organizational changes to all contacts and direct any inquiries to the designated team members.

2. Communication with Internal and External Vendors:
   - Ensure effective communication and coordination with both internal teams and external vendors to support seamless operations and project execution.

3. Email Oversight:
   - Ensure team members have access to necessary email accounts to maintain continuous and effective communication.
   - Manage the integration of admin emails with project management tools, assigning tasks, setting deadlines, and updating statuses.
   - Regularly monitor and address unresolved emails to ensure all important communications are handled promptly.

4. Recall Management:
   - Handle client recall cases and communicate with the banks for quick resolution.
   - Maintain accurate records of all recall-related data in the project management system.
   - Train team members on the recall dispute process and monitor their performance to ensure efficiency.

5. Customer and Affiliate Relations:
   - Sustain strong relationships with affiliates and customers by providing timely updates, conducting monthly follow-up calls, and managing commission reports.
   - Ensure effective communication with affiliates, including updates on procedures and policies, and monitoring for high-risk activities.

6. EMI Onboarding Support:
   - Assist the Payments team with the onboarding process by gathering necessary KYC information and participating in compliance calls.
   - Address AML-related inquiries in coordination with the CEO and AML officer.

7. Regulatory Reporting:
   - Work with the Financial and Compliance teams to identify transactions that meet reporting thresholds and ensure accurate reporting to financial authorities.
   - Ensure timely and accurate submission of reports to the MLRO and other regulatory bodies.

8. Legal and Compliance Requests:
   - Assist the Legal department with incoming requests and gather required documentation for legal responses.
   - Coordinate with Legal and Compliance teams to prepare and send responses to authorities.

9. Bank Integration and Closure:
   - Manage the process of onboarding new banks, including initial testing, documentation, and compliance monitoring.
   - Oversee the closure of bank accounts, ensuring customers are notified, CRM links are updated, and pending issues are resolved.

10. Project Management:
    - Manage ongoing projects, tracking and prioritizing tasks such as the finalization of bonus structures, integration of KYT tools, and resolution of technical issues.
    - Collaborate with the technical team to address issues with integrated bots and ensure smooth operations.

Qualifications:
- Bachelor’s degree in Business Administration, Finance, or a related field. A master’s degree is a plus.
- Minimum of 5 years of experience in operations management, preferably within the fintech or financial services industry.
- Strong understanding of compliance, KYC, AML, and financial reporting requirements.
- Excellent communication, leadership, and organizational skills.
- Proficiency in project management tools such as Monday.com.
- Ability to work under pressure and handle multiple tasks simultaneously.

Skills:
- Strategic thinking and problem-solving abilities.
- High attention to detail and accuracy.
- Strong interpersonal skills and the ability to build and maintain relationships.
- Proficiency in MS Office Suite and other relevant software.



We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other characteristic protected by law.

Join us and be a part of a pioneering fintech hub that values innovation, excellence, and growth.