Operations – Team Lead
Dubai, United Arab Emirates
Operations – Operations /
Office /
On-site
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated producs 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.
As the Operations Team Lead, you will take ownership of the day-to-day client-facing operations in the MENA region. This role is at the intersection of client onboarding, customer support, and payments operations, which are the core pillars of a regulated, client-centric financial business. You will be responsible for leading teams, enhancing client journeys, and ensuring strict adherence to regulatory standards (particularly those set by the SCA). This role offers a dynamic environment with cross-functional exposure and direct impact on business performance, making it an ideal next step for professionals looking to scale their leadership within a global fintech company.
Responsibilities
- Team Leadership: Lead and support the MENA-based customer support and onboarding teams to deliver timely, accurate, and customer-focused service.
- Regulatory Compliance: Ensure all onboarding processes comply with both local regulatory standards (SCA) and internal compliance policies.
- Performance Monitoring: Track and improve key performance indicators such as CSAT, first response time, and onboarding turnaround time.
- Client Experience Culture: Foster a culture of service excellence and continuous improvement across all customer interactions.
- Payments Oversight: Oversee all payment-related activities including client deposits, withdrawals, and transaction reviews to ensure operational integrity and compliance.
- Stakeholder Coordination: Collaborate with banks, Payment Service Providers (PSPs), and finance teams to resolve transactional issues and optimize workflows.
- Account Reconciliation: Ensure accurate reconciliation and daily tracking of client account funding in coordination with the Finance team.
- Policy Alignment: Maintain and update operational procedures to align with SCA requirements and global operational standards.
- Audit Support: Assist in regulatory audits, documentation reviews, and internal control evaluations.
- Risk Management: Proactively identify risk areas and contribute to the enhancement of operational risk management processes.
Requirements
- Industry Experience: 5–8 years of experience in financial services operations, preferably in a regulated, customer-centric environment.
- Operational Knowledge: Strong understanding of client onboarding, payments, and support processes within the financial sector.
- Regulatory Expertise: Hands-on experience in managing operations under financial regulatory oversight (SCA experience highly preferred).
- Team Leadership: Demonstrated success in leading high-performing teams, with a focus on coaching, development, and performance management.
- Cross-Functional Collaboration: Experience managing cross-functional initiatives involving compliance, finance, and technology teams.
- Stakeholder Management: Exceptional communication and interpersonal skills, capable of managing diverse stakeholders and maintaining client trust.
- Analytical Thinking: Analytical and data-driven mindset with the ability to troubleshoot, optimize processes, and implement improvements.
- Leadership Approach: Proactive, hands-on leadership style with a strong focus on quality, compliance, and client outcomes.
What will you 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.
- Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance.
- 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 Benefits: We’ve got your back with medical insurance. 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.
