Head of Staff (Customer Operations)

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.

Responsibilities

The Head of Staff - Customer Operations acts as a strategic partner to the Head of Operations, supporting the execution of the company’s vision by aligning operational goals across the various customer-facing teams. This role plays a critical function in enhancing organisational effectiveness, driving cross-functional alignment, and ensuring that strategic initiatives are delivered seamlessly across departments such as Client Onboarding, Client Payments, Payment Operations, Reconciliation, Customer Service, Operational Excellence, and Financial Crime Operations.

• Partner with the Global Head of Customer Operations to translate strategic  priorities into actionable plans across Customer Operations.
  • Support preparation and delivery of strategic updates, board materials, and leadership presentations.
  • Ensure organisational readiness for key meetings, planning cycles, and leadership offsites.
  • Act as the central point of contact between Customer Operations and other business units (Product, Tech, Compliance, Finance, Legal, Marketing) to drive shared objectives.
  • Collaborate with the other Chiefs of Staff to ensure successful execution of companywide programmes and priorities.
  • Track progress of key initiatives and flag any risks or dependencies that may hinder delivery.
  • Lead the annual and quarterly goal-setting process across Customer Operations.
  • Maintain a performance dashboard that tracks team KPIs, customer satisfaction, SLA adherence, and process improvement outcomes.
  • Organise regular operational reviews with relevant stakeholders.
  • Support team leads and managers in building high-performing teams, driving performance rituals, and fostering a strong service and execution culture.
  • Champion L&D initiatives in collaboration with HR, such as mentorship programmes, coaching, and onboarding for new leaders.
  • Act as a culture carrier, helping to embed company values and strengthen the employer brand internally and externally.
  • Coordinate budget planning across all operational units, partnering with Finance to manage headcount and MDA forecasting.
  • Track spend against budgets and support value-for-money assessments in partnership with Procurement and Finance.
  • Lead or support the delivery of cross-functional projects related to automation, regulatory change, process improvement, and customer experience.
  • Ensure projects are delivered on time, to spec, and with measurable impact.
  • Partner with Operational Excellence and Tech teams to identify areas for automation and workflow efficiency.
  • Support incident post-mortems, root-cause analysis, and risk mitigation tracking across the Customer Operations function.

Requirements

• 8 years of experience in operations management, with at least 3 years in a leadership role, preferably in fintech or technology.
• Proven ability to lead cross-functional teams, drive strategic initiatives, and manage large-scale operational functions.
• Strong expertise in process optimization, automation, and improving customer experience.
• Experience in budgeting, financial forecasting, and managing operational costs in collaboration with Finance teams.
• Excellent communication skills with the ability to present to senior leadership and collaborate across departments (Product, Tech, Compliance, etc.).
• Proven track record in project management, delivering cross-functional initiatives on time and within scope.
• Strong leadership and team-building skills with a focus on fostering high performance and continuous learning.
• Business level proficiency in English or above (equivalent to B2 or above in CEFR).

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.
• 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 & Pension Benefits: From medical insurance to pension plans, we’ve 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.