Crypto Operations Manager - Estonia

• The Product Operations Director acts as a payments manager taking care of day-to-day payment processing/investigations & Treasury functions, leading the Operations and Client Services team for our Treasury Solutions Product. In addition to handling day to day BAU Payments processing/investigation for our Treasury Solutions product, you will represent Operations in scrum meetings and will work with Product Owners directly to automate the processes and ope
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• Work with Fincrime team to provide 24/7 Risk ops support to investigate transaction hits in Transaction Monitoring tool
• Work with Fincrime team to provide 24/7 Risk ops support to investigate beneficiary screening hits in AML tool
• Work with Fincrime team to respond to underlying bank(s) on compliance queries related to specific transactions to merchants/their suppliers
• Work with underlying bank(s) on transactional queries from correspondent bank(s) or beneficiary bank(s)
• Define KPI/SLAs for the Crypto Operations function, build automated reports to monitor KPI/SLA breach and take necessary actions to optimise as needed.
• Monitor/handle reconciliation exceptions (due to one off Orbital system issue, vendor/merchant API breaks etc) & report to Devops for systemic solution if needed.
• Investigate financial reconciliation issues reported by Finance team and post adjustment entries as needed
• Action JIRA Service Management tickets raised by Customer Account Specialist team on transaction queries from Merchant within pre-agreed SLA
• Represent operations in Service review meetings with vendors (ie underlying banking and FX partners)Analyse portfolio business KPI (for ex: false positive matches in transaction monitoring tools) and optimization of rules with Fincrime team
• Develop highly automated solutions to drive ‘Straight Thru Processing’ across all Operations functions
• Ensure proper documentation for manual processes and train Operations & CAS teams & subsequently drive automation for these manual processes.
• Drive first contact resolution through highly intuitive/self-service Client portals for our customers and Back-office portals for our Customer Account Specialist teams.Ensure solutions to meet regulatory requirements (like safeguarding of client funds, regulatory reporting etc) are built & operationalized.
• Be part of business review meetings chaired by Commercial Manager and lead the discussions on Operational KPIs
• Coordinate with cross functional teams to implement/manage exceptions outside the process (‘Non-Standard Deals’).
• Work with Customer Account Specialists to Identify/understand the inefficiencies and pain points across various Operations & Service functions and drive efficiency by directly working with senior stakeholders across business functions which includes Business Development/Sales, Commercials, Compliance, Finance, Account Management, Legal & Banking teams.
• Interact with Sales, Account Management and Product team to document/implement ad-hoc operational and Client Service processes needed for Non-Standard deals.
• Drive first contact resolution across operations and Client Service functions rationalize new enhancements.

• Strong experience of working in an agile operational & Client Service environment at fintech / payments / Banking industry with demonstrated track record of success.
• Excellent project management competencies including a proven track record of successful operational transformation projects
• Excellent ability to influence key stakeholders in Product, Sales, Account Management, Compliance, Finance, work cross-functionally and autonomously
• Very good IT skills and experience of digital transformation
• Excellent communication skills – both written and verbal
• Highly organised, attention to detail, self-motivated and directed.
• Ability to effectively prioritise and execute tasks in a high-pressure environment.
• Ability to remain calm under pressure, positive and enthusiastic

To apply for this role, please send your CV and a cover letter to:

careers@getorbital.com

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Orbital is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, ethnicity, national origin, gender, gender identity, sexual orientation, age, marital or disability status.