Our AI-native wealth and retirement operating system platform client is searching for a Business Operations Manager to join them in the UAE to play a key role in ensuring the seamless execution of customer-facing and internal processes.
In this multifaceted role you will oversee client onboarding, risk and compliance workflows; day-to-day operational efficiency; and support resolution processes. You'll be the connective tissue across teams from Product to Delivery to Legal ensuring every client interaction is operationally sound, compliant, and scalable.
You are a process-minded builder, a systems thinker, and an execution expert. This role is essential to scaling operations as this young company grows, and is ideal for someone who thrives in a fast-paced, cross-functional, high-impact environment.
Responsibilities
Customer Operations & Experience
- Manage second-line customer operations, ensuring timely and effective resolution of nontechnical client requests (billing, access management, account changes, operational inquiries).
- Support client onboarding execution in close coordination with the Delivery team, ensuring all operational readiness milestones are met prior to golive.
- Monitor, track, and report on SLAs, service quality, and clientfacing operational KPIs, proactively addressing trends and recurring issues.
Payments, Reconciliation & Market Order Operations
- Coordinate payment flows and reconciliations with financial services clients, including banks, fund managers, and administrators.
- Oversee contribution, subscription, redemption, and settlement reconciliation to ensure accuracy across systems and counterparties.
- Act as the operational point of contact for market orders, including cut-off times, funding confirmations, and issue resolution.
- Monitor and resolve payment breaks, delays, or mismatches in collaboration with internal teams and external partners.
- Track, document, and follow up on adjustment requests (contribution corrections, reversals, reallocations), ensuring proper approval, execution, and audit trail.
- Ensure reconciliation records, controls, and reporting meet operational, audit, and regulatory requirements.
- Support automation initiatives to reduce manual processing and improve operational efficiency. Compliance & Risk
- Lead KYB/KYC verification processes in coordination with Legal and Compliance teams, ensuring timely completion and adherence to regulatory requirements.
- Maintain accurate, complete, and auditready operational records in line with internal governance and regulatory standards.
- Own and maintain the operational risk register, proactively identifying, escalating, and mitigating risks before they impact clients or regulatory standing.
Policy & Procedure Management
- Maintain, document, and continuously improve operational policies and procedures covering onboarding, client support, payments, reconciliation, data handling, and incident response
- Conduct periodic reviews to ensure policies remain aligned with evolving business models, platform capabilities, and regulatory requirements.
- Ensure consistent understanding and enforcement of procedures across Operations, Delivery, and clientfacing teams. Tooling & Process Improvement
- Own and optimise operational tooling, including ticketing systems, KYB/KYC automation platforms, reconciliation tools, and internal reporting dashboards.
- Partner closely with Platform, Engineering, and Product teams to automate repeatable workflows and reduce operational friction.
- Lead rootcause analysis of operational issues and implement continuous improvement initiatives to enhance reliability, efficiency, and client experience.
Qualifications
- 4+ years in Business Operations, Customer Success Ops, FinOps, or equivalent roles in a tech or financial services company.
- Strong understanding of KYB/KYC processes, compliance frameworks, and customer support infrastructure.
- Excellent organisational and communication skills, with the ability to manage complex workflows and cross-team dependencies.
- Experience working with support tools (e.g., Zendesk, Intercom), CRMs, and internal process documentation systems.
- Ability to interpret data and turn insights into operational decisions.
- Comfortable working in a startup environment: fast-moving, adaptable, and highly collaborative.
Benefits
- Great salary package on offer
- Generous benefits inc health insurance, dental, vision
- Hybrid 1 day p/w in office in Abu Dhabi
- Enormous opportunity to grow, learn and have an impact
- A vibrant and truly international work environment in a fast growing FinTech.
- Fast pace and get things done mentality.
--
About us
We're a dedicated recruiter bringing together the brightest talent with organisations creating cutting-edge technology to change the world for the better.
We partner with technology providers at the forefront of meaningful innovation. And we're here for talented individuals who are passionate about using their skills to drive positive change.
Mind Detect provides exceptional recruitment services to businesses who are leading the way in Data, Machine Learning and AI-driven technologies throughout Europe, the US and Asia.
