Head of Operations

3 days ago

Dubai, Dubai, United Arab Emirates Future Tense - Human Resource Solutions Full time

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:

  • 7–10+ 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

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