Key Responsibilities

• Ensure the platform operates smoothly and without disruption. Maintain strong oversight of trading operations, identify unusual or failed processes promptly, escalate issues to the relevant teams and coordinate their resolution through to completion.
• Manage end-to-end exchange operations, including customer onboarding, account management, deposits, withdrawals, trading and post-trade processes.
• Oversee the exchange back-office platform, operational approvals, transaction exceptions and issue resolution.
• Monitor pending, failed, rejected, frozen or incorrectly processed transactions and ensure timely investigation and resolution.
• Ensure customer, transaction and balance information is accurately reflected across the exchange, custody, compliance and other relevant systems.
• Coordinate with Compliance, MLRO, Treasury, Custody, Customer Support, Product and Technology teams to ensure seamless operational delivery.
• Ensure operational activities comply with ADGM or VARA requirements, internal policies, procedures and approved control frameworks.
• Maintain effective maker-checker controls, approval workflows, segregation of duties and access restrictions across operational processes.
• Manage operational incidents, assess customer and business impact, coordinate corrective actions and escalate material matters to the Chief Operations Officer.
• Develop and monitor operational KPIs, service levels, pending cases, incidents and control exceptions.
• Prepare regular operational reports and management information for the Chief Operations Officer and senior management.
• Review and improve operational procedures to enhance efficiency, scalability, control effectiveness and customer experience.
• Support product launches, platform developments, testing activities and operational readiness.
• Lead and supervise the operations team, allocate responsibilities, monitor performance and ensure consistent execution of daily activities.

Qualifications

• Minimum 8 years of professional experience, including substantial hands-on experience within a centralized cryptocurrency exchange.
• Previous experience as an Operations Manager, Operations Supervisor, Head of Operations or in an equivalent managerial role within a cryptocurrency exchange is mandatory.
• Hands-on experience using a centralized cryptocurrency exchange back-office platform is mandatory.
• Strong practical understanding of customer onboarding, deposits and withdrawals, wallet operations, trading and post-trade processes, treasury coordination, customer support and compliance-related workflows.
• Previous experience within an ADGM- or VARA-regulated cryptocurrency business is mandatory.
• Demonstrable experience identifying and resolving platform, trading, transaction and customer-impacting operational issues.
• Experience managing operational incidents, transaction exceptions and cross-functional resolution processes.
• Strong understanding of operational controls, maker-checker processes, segregation of duties and approval structures.
• Proven team-management, problem-solving and stakeholder-management skills.
• Ability to manage multiple operational priorities and make timely decisions in a fast-paced and highly regulated environment.
• Professional proficiency in English.
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