Senior Operations Manager

About The Role

Senior Operations Manager

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.
  

Desired Candidate Profile

• 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