Head of Operations
About the Company:
It's a modern financial infrastructure platform covering clearing, settlement, exchange, custody, liquidity, and support.
About the Role:
We are looking for a Head of Operations / Senior Operations professional who is operations- and IT-oriented, to own day-to-day production operations and coordinate closely with the platform (L3) team.
Job Responsibilities:
Run and Supervise Daily Operations
- Monitor platform health, transaction flows, and operational dashboards
- Ensure core operational processes (clearing, settlement, liquidity movements, reconciliations, reporting) run correctly and on time
- Coordinate with customer support on operational questions and client issues
Fiscal and Accounting Control
- Understand and oversee the operational side of fees, commissions, and PnL-related flows
- Maintain and reconcile control accounts across custody, settlement systems, and the company ledger
- Work with finance on discrepancies, adjustments, and audit requirements
Incident Handling and Technical Collaboration
- Act as senior L1/L2 operations contact for production incidents, including triage and initial diagnosis
- Perform first-level technical analysis (logs, dashboards, simple queries/checks) before engaging the platform (L3) tech team
- Coordinate with the platform team on issue resolution, root-cause analysis, and follow-up actions
- Ensure structured communication to support, management, and clients during and after incidents
Change and Configuration Management
- Oversee operational readiness for new releases and configuration changes (tariffs, limits, liquidity sources, settlement systems, Fireblocks, etc.)
- Validate that changes are tested, documented, and rolled out with clear runbooks and rollback plans
Process Ownership and Improvement
- Own and maintain operations manuals and playbooks for settlement, custody, liquidity, reconciliations, incident management, and support flows
- Define and track operational KPIs (volumes, failure rates, incident metrics, reconciliation breaks, processing times)
- Train and mentor junior operations staff and L1 support on tools, processes, and escalation paths
Key Qualifications:
- 710+ years of experience in operations within fintech, payments, FX, banking, or financial infrastructure
- Strong background in operational processes for clearing, settlement, reconciliations, and custody/liquidity
- Comfortable working closely with IT: using monitoring tools, reading basic logs, understanding APIs/messages, and collaborating with engineers on incidents
- Good understanding of fiscal and accounting implications, including fees, PnL impact, control accounts, and balance movements
- Experience with production support processes (L1/L2), incident management, and change management
- Strong communication skills for working with internal stakeholders (technology, product, finance, compliance) and, where required, clients or partners
- Hands-on, detail-oriented mindset with the ability to design and improve processes
Languages and Location
- Fluent English (written and spoken) is required
- Location: Strong preference for UAE (Dubai), with flexibility for highly qualified remote candidates in similar time zones
