Operations – Team Lead

Operations – Team Lead

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products 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.

Responsibilities

• Customer Support & Onboarding Supervise the MENA-based customer support and onboarding teams ensuring timely, compliant, and client-centric service delivery.
• Ensure all client onboarding activities meet local regulatory (SCA) and group compliance standards.
• Track key metrics including customer satisfaction (CSAT), first response time, and onboarding TATs; identify areas for improvement and implement corrective actions.
• Payments Operations Oversee daily payments operations, including client deposit and withdrawal processing, to ensure accuracy, timeliness, and regulatory compliance.
• Coordinate with banks, PSPs (Payment Service Providers), and internal finance teams to resolve payment issues and enhance client experience.
• Ensure reconciliation of payments and oversight of daily funding flows across client accounts, in coordination with the Finance function.
• Regulatory & Process Compliance Ensure operational processes are aligned with SCA regulations, Capital.com policies, and global best practices.
• Assist in preparing and reviewing documentation, audit requests, and regulatory submissions relevant to operational functions.
• Support internal control audits and contribute to continuous improvement of operational risk management processes.

Requirements

• 5–8 years of experience in financial services operations, with a strong track record in team leadership.
• In-depth understanding of client onboarding, payments, and customer support in a regulated environment.
• Experience working under a financial regulatory authority (SCA experience is highly preferred).
• Proven ability to lead high-performing teams and manage cross-functional projects.
• Excellent interpersonal, stakeholder management, and communication skills.
• Analytical mindset with a proactive, hands-on approach to problem-solving

  What you will 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.