Role Purpose
The Operations Manager is responsible for the day-to-day operational execution of brokerage services, ensuring that order flow, trade settlement, client operations, LP coordination, and platform operations run smoothly, accurately, and within SLA. This role is the operational backbone of the business, bridging the Trading/OTC function, Custody, Compliance, and Technology teams.
Key Responsibilities
• Manage end-to-end order flow operations: order receipt, routing, execution confirmation, settlement, and client account updates for both exchange-style and OTC orders.
• Oversee trade settlement and reconciliation processes, coordinating with Custody for VA settlement and Banking for fiat settlement, ensuring all trades are reconciled within the settlement windows disclosed to clients.
• Coordinate LP operations: monitor direct connections to primary and backup liquidity providers, their uptime and prefunded balances, manage the operational aspects of LP onboarding, and coordinate with Trading on LP performance issues.
• Own provider incident escalation and failover to backup liquidity providers during venue disruptions, in accordance with the venue disruption procedure.
• Manage client operations: account maintenance, deposit/withdrawal processing, client inquiry handling, and coordination with Customer Support.
• Implement and maintain operational SOPs for all core processes: order handling, OTC trade execution, settlement, fiat processing, VA deposit/withdrawal, and account maintenance.
• Monitor and enforce operational SLAs across all functions, including trade execution speed, settlement timelines, withdrawal processing times, and client response times.
• Prepare and deliver operational reports: daily transaction summaries, weekly operational metrics, and monthly management reports.
• Coordinate the go-live readiness process: UAT execution, system testing, operational dry runs, and go-live checklist completion.
• Manage the customer support function: staffing, SLAs, escalation procedures, and CRM integration.
• Identify operational bottlenecks, inefficiencies, and risks, and propose process improvements to senior management.
• Serve as the primary operational coordinator during incidents, working with Technology, Custody, Compliance, and Trading to resolve issues and restore normal operations.
Requirements
Education: Bachelor's degree in business administration, finance, operations management, or a related field.
Experience: Minimum 3 years of experience in operations management at a brokerage, exchange, fintech, payment service provider, digital asset company, or other regulated financial services firm. Experience managing multi-functional operations teams and cross-departmental coordination is essential. Direct experience with trading operations, settlement, and reconciliation workflows is strongly preferred.
Core competencies:
• Operations management: process design, SOP development, SLA monitoring, and continuous improvement.
• Trade lifecycle: understanding of order-to-settlement workflows, T+0/T+1 settlement concepts, and reconciliation methodology.
• Client operations: account lifecycle, deposit/withdrawal processing, complaints handling.
• Incident management: structured approach to operational incidents, root cause analysis, and corrective action.
• Vendor management: SLA monitoring, performance tracking, and escalation with third-party service providers.
• Reporting: ability to produce operational dashboards, transaction reports, and regulatory reports.
• Team leadership: experience managing a small operations team (3-8 people), ideally in a startup or scale-up environment where the manager is also hands-on.
