Job Description

About Us

We are a rapidly growing marketing technology and fintech company. We deliver bespoke, AI-driven solutions that provide measurable results for each client. We specialise in building custom marketing platforms that filter out the noise to deliver precise, high-impact results to drive business growth.

Job Summary

We are seeking a highly organised and results-driven Operations Manager to oversee the daily operations. In this leadership role, you will manage a team, ensuring smooth, efficient processes and exceptional client experiences. The ideal candidate will have strong leadership abilities, with proven experience in brokerage operations, and a customer-centric mindset to drive operational excellence and client satisfaction.

Key Responsibilities

Operations Leadership

: Oversee the daily operations of the brokerage, including trade execution, risk management, compliance, and back-office functions, ensuring they align with company goals and industry standards.

Process Optimisation

: Develop, implement, and continuously improve operational processes to enhance efficiency, reduce costs, and ensure scalability within the brokerage's operations.

Team Management and Development

: Lead and mentor the operations and customer success teams, fostering a culture of collaboration, accountability, and continuous learning.

Client Onboarding and Support

: Oversee client onboarding processes, ensuring new clients are smoothly integrated and provided with all necessary resources to succeed. Address escalated client issues and ensure a high level of client satisfaction.

Performance Metrics and Reporting

: Track and analyse key performance indicators (KPIs) for both operations and customer success teams, providing regular reports to senior management to drive operational improvements.

Regulatory Compliance and Risk Management

: Ensure that all operational activities comply with relevant financial regulations and internal policies, working closely with compliance and risk management teams.

Cross-Department Collaboration

: Collaborate with sales, marketing, and compliance teams to align operational objectives and ensure seamless communication across departments.

Technology and Tools Management

: Manage the tools, software, and systems used by the operations and customer success teams, ensuring they are fully optimised for performance and client satisfaction.

Qualifications and Skills

Proven experience managing operations in a financial services or brokerage firm, with a strong understanding of trading processes, risk management, and compliance requirements. Strong leadership skills with a track record of successfully managing and developing cross-functional teams, including customer success or client support teams. Excellent problem-solving and decision-making abilities, with a focus on improving operational efficiency and enhancing the client experience. In-depth knowledge of key performance metrics (KPIs) and experience using them to drive performance improvements across teams. Exceptional communication and interpersonal skills, with the ability to build strong relationships with both clients and internal teams. Proficiency in operational software, CRM systems, and customer service platforms, with the ability to leverage technology to streamline processes and improve team productivity. Strong understanding of regulatory compliance and risk management in the financial industry, ensuring operations adhere to industry standards. A degree in Business Administration, Finance, or a related field. Relevant certifications in operations management or customer success are a plus.

What We Offer

Competitive salary and a performance-based commission structure The opportunity to lead and shape a pivotal business initiative within a fast-growing fintech and bullion trading company Professional development opportunities to grow your skills and career * A dynamic and collaborative work environment focused on innovation and excellence