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.