Operations Manager

About the role

The Operations Manager will oversee day‑to‑day execution of brokerage services, ensuring order flow, trade settlement, client operations, liquidity‑provider coordination and platform operations run smoothly, accurately and within agreed SLAs. This role acts as the operational backbone, linking Trading/OTC, Custody, Compliance and Technology teams.

Key responsibilities

• Manage end‑to‑end order flow for exchange‑style and OTC orders, from receipt through routing, execution confirmation and client account updates.
• Oversee trade settlement and reconciliation, coordinating with Custody for virtual‑asset settlement and with Banking for fiat settlement.
• Monitor direct connections to primary and backup liquidity providers, manage onboarding and handle performance issues.
• Own incident escalation and failover to backup providers during venue disruptions.
• Handle client operations including account maintenance, deposits/withdrawals, inquiry resolution and coordination with Customer Support.
• Develop, implement and maintain SOPs for order handling, OTC execution, settlement, fiat processing and account maintenance.
• Monitor and enforce operational SLAs for trade execution speed, settlement timelines, withdrawal processing and client response times.
• Prepare daily transaction summaries, weekly operational metrics and monthly management reports.
• Coordinate go‑live readiness through UAT execution, system testing, dry runs and checklist completion.
• Lead the customer support function, managing staffing, SLAs, escalation procedures and CRM integration.

Required profile

• Bachelor’s degree in business administration, finance, operations management or a related field.
• Minimum three years of operations management experience in a brokerage, exchange, fintech, payment‑service provider or regulated digital‑asset firm.
• Proven ability to manage multi‑functional teams (3‑8 people) and coordinate across Trading, Custody, Compliance and Technology.
• Strong understanding of the trade lifecycle, order‑to‑settlement workflows and reconciliation methodology.
• Experience with incident management, root‑cause analysis and process improvement initiatives.