Operations – Team Lead

Capital.com


Date: 3 weeks ago
City: Dubai
Contract type: Full time
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated producs have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

As the Operations Team Lead, you will take ownership of the day-to-day client-facing operations in the MENA region. This role is at the intersection of client onboarding, customer support, and payments operations, which are the core pillars of a regulated, client-centric financial business. You will be responsible for leading teams, enhancing client journeys, and ensuring strict adherence to regulatory standards (particularly those set by the SCA). This role offers a dynamic environment with cross-functional exposure and direct impact on business performance, making it an ideal next step for professionals looking to scale their leadership within a global fintech company.

Responsibilities

  • Team Leadership: Lead and support the MENA-based customer support and onboarding teams to deliver timely, accurate, and customer-focused service
  • Regulatory Compliance: Ensure all onboarding processes comply with both local regulatory standards (SCA) and internal compliance policies
  • Performance Monitoring: Track and improve key performance indicators such as CSAT, first response time, and onboarding turnaround time
  • Client Experience Culture: Foster a culture of service excellence and continuous improvement across all customer interactions
  • Payments Oversight: Oversee all payment-related activities including client deposits, withdrawals, and transaction reviews to ensure operational integrity and compliance
  • Stakeholder Coordination: Collaborate with banks, Payment Service Providers (PSPs), and finance teams to resolve transactional issues and optimize workflows
  • Account Reconciliation: Ensure accurate reconciliation and daily tracking of client account funding in coordination with the Finance team
  • Policy Alignment: Maintain and update operational procedures to align with SCA requirements and global operational standards
  • Audit Support: Assist in regulatory audits, documentation reviews, and internal control evaluations
  • Risk Management: Proactively identify risk areas and contribute to the enhancement of operational risk management processes


Requirements

  • Industry Experience: 5–8 years of experience in financial services operations, preferably in a regulated, customer-centric environment
  • Operational Knowledge: Strong understanding of client onboarding, payments, and support processes within the financial sector
  • Regulatory Expertise: Hands-on experience in managing operations under financial regulatory oversight (SCA experience highly preferred)
  • Team Leadership: Demonstrated success in leading high-performing teams, with a focus on coaching, development, and performance management
  • Cross-Functional Collaboration: Experience managing cross-functional initiatives involving compliance, finance, and technology teams
  • Stakeholder Management: Exceptional communication and interpersonal skills, capable of managing diverse stakeholders and maintaining client trust
  • Analytical Thinking: Analytical and data-driven mindset with the ability to troubleshoot, optimize processes, and implement improvements
  • Leadership Approach: Proactive, hands-on leadership style with a strong focus on quality, compliance, and client outcomes


What will you get in return?

  • Competitive Salary:We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated
  • Work-Life Harmony:Join a company that genuinely cares about you -because your life outside of work matters just as much as your time on the clock.
  • Annual Performance Bonus:Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance
  • Generous Time Off:Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry
  • Employee Referral Program:Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team
  • Comprehensive Health & Pension Benefits:From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
  • Workation Wonderland:Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
  • Volunteer Days:Make a difference! Take two additional paid days each year to support causes you care about and give back to the community


Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.

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