Senior Operations Manager

About The Role

We are looking for a Senior Operations Manager to strengthen and scale our operational engine across functions including risk, compliance, customer operations, process governance, and cross-functional program execution.

This role is ideal for someone who enjoys solving operational bottlenecks, designing systems, and driving measurable improvements across the organization.

You will work closely with Product, Engineering, Customer Success, Compliance, Finance, and Leadership to ensure operational excellence, predictable execution, and high-quality service delivery.

Responsibilities

• Operational Excellence & Process Ownership:
• Own and optimize end-to-end operational workflows across multiple departments.
• Design, document, and maintain SOPs, playbooks, and approval frameworks.
• Identify inefficiencies and lead initiatives to reduce operational errors, delays, and manual work.
• Cross-Functional Program Management:
• Manage high-impact company-wide operational projects (launches, compliance initiatives, customer migrations, audits, OKR tracking).
• Coordinate with stakeholders across Product, Engineering, CS, Finance, Risk, & Compliance to ensure aligned delivery.
• Track and report progress, risks, and dependencies using ClickUp or similar tools.
• Governance & Reporting:
• Maintain operational dashboards, performance metrics, and MIS for leadership review.
• Lead RCA processes for operational errors, SLA breaches, or customer-impacting issues.
• Ensure governance boards (Risk Register, Voice of Customer, Incident Logs) are updated and actioned.
• Risk, Compliance & Controls Support:
• Partner with Compliance and Risk teams to strengthen internal controls and operational safeguards.
• Support regulatory audits, certifications, internal audits, and policy reviews.
• Ensure processes meet regulatory and security expectations.
• Custody Operations :
• Collaborate with the custody signing team, compliance, technology, and product departments to ensure smooth and efficient operations.
• Guarantee that transaction signing for compliant transactions is completed within four hours, optimizing process efficiency and compliance.
• Perform timely reconciliation and proof of reserves to ensure accurate accounting of client assets and liabilities.
• Regularly update Standard Operating Procedures (SOPs), runbooks, and training materials to reflect changes in processes, regulations, and best practices.
• Conduct testing and validation of backup and recovery keys to ensure operational resilience and continuity.
• Collaborate with compliance teams to streamline Know Your Business (KYB) processes for smooth onboarding of new customers, ensuring compliance with regulatory requirements.
• Work with the internal auditor (IA) for data adherence to policies and review mechanisms, ensuring compliance with internal controls and regulatory standards.
• Ensure comprehensive documentation and key management approval of all activities related to key management, including key generation, storage, usage, sanitisation and any other changes.
• Prepare periodic Management Information System (MIS) reports for management review, providing insights into operational performance, compliance status, and key metrics
• Tools, Automation & Systems:
• Lead adoption of task management and work orchestration tools (ClickUp, CRM, ITSM tools, etc.).
• Identify automation opportunities across finance, operations, and customer workflows.
• Partner with tech teams to implement scalable internal platforms.
  
  

• 4–5 years of experience in Operations, Program Management, Consulting, or similar cross-functional roles
• Strong analytical, process design, and problem-solving skills
• Experience working in fast-paced tech, fintech, SaaS, or regulated environments (preferred)
• Excellent communication and stakeholder management
• Hands-on experience with tools like ClickUp, Notion, JIRA, HubSpot/Salesforce, or operational dashboards
• Ability to manage ambiguity and bring structure to complex problems
• Demonstrated ownership mindset and ability to execute end-to-end