ಕೆಲಸದ ವಿವರ

Company Overview

This organization is a fast-scaling financial technology firm focused on institutional-grade digital asset solutions. Its operating approach is non-custodial, with an emphasis on secure, transparent, and scalable services designed for institutional investors, family offices, corporations, and high-net-worth individuals. The culture is centered on integrity, innovation, collaboration, and disciplined execution, with a strong commitment to governance, compliance, and service quality.

Role Summary

The Vice President of Operations Services will lead the company’s service operations and ensure efficient delivery of operational support, client services, and core business processes across the organization. This executive role is responsible for building scalable service models, improving workflows, raising client satisfaction, and strengthening overall performance.

Operating within a non-custodial institutional framework, the role covers service delivery, operational support, client onboarding, service quality, and coordination across departments. The ideal candidate will help create the operational foundation required for sustainable growth while maintaining transparency, excellence, and institutional-level service.

Key Responsibilities

Operations Services Strategy

Create and implement the operations services roadmap in line with company goals.
Design scalable service delivery structures that can support growth.
Set service governance standards and operating expectations across functions.
Champion continuous improvement and operational excellence company-wide.

Service Delivery Management

Direct service delivery across the full client lifecycle.
Ensure service requests and operational tasks are handled accurately, promptly, and to a high standard.
Track service performance and launch initiatives that improve efficiency and client satisfaction.
Define operational procedures and service standards that promote consistency.

Client Operations & Onboarding

Oversee operational support for institutional client onboarding and account setup.
Coordinate across teams to create a smooth onboarding journey.
Refine client service processes while safeguarding operational discipline.
Strengthen long-term client relationships through high-quality operational execution.

Process Improvement & Operational Excellence

Review existing workflows and identify opportunities to streamline them.
Introduce automation, workflow improvements, and operational technology where beneficial.
Standardize processes to improve speed, consistency, and scale.
Lead ongoing process improvement efforts within Operations Services.

Cross-Functional Collaboration

Work closely with Business Development, Product, Technology, Compliance, Risk, Finance, Marketing, and Client Services.
Support operations for new products, strategic programs, and expansion plans.
Align service execution with business priorities and organizational objectives.
Build strong cooperation across teams to improve effectiveness.

Risk Management & Compliance

Create operational controls that support continuity and resilience.
Spot operational risks and put mitigation measures in place.
Ensure operations follow internal governance rules and applicable regulatory obligations.
Contribute to audits, policy rollout, and operational reviews.

Performance Management & Reporting

Build executive dashboards and operational performance reporting.
Monitor KPIs tied to service quality, response times, efficiency, and client satisfaction.
Study operational patterns and suggest strategic enhancements.
Provide leadership with actionable, data-backed insights.

Leadership & Team Development

Hire, coach, and develop a strong Operations Services team.
Set clear performance standards and hold leaders accountable.
Build a culture rooted in collaboration, innovation, continuous improvement, and client focus.
Support succession planning and ongoing professional growth.

Requirements

A bachelor’s degree in Business Administration, Operations Management, Finance, or a related field is required; an MBA is preferred.
At least 8 years of progressive leadership experience in operations, service operations, financial services, fintech, technology, or digital assets.
Proven ability to manage large-scale service operations in fast-growing organizations.
Strong knowledge of operational management, process optimization, service delivery, and organizational performance.
Excellent leadership, communication, analytical, and stakeholder management capabilities.
Demonstrated success leading cross-functional initiatives and operational change.

Preferred Qualifications

Experience in digital assets, blockchain, fintech, or institutional financial services.
Exposure to institutional client operations and non-custodial operating models.
Background in regulated or highly controlled environments.
Working knowledge of CRM systems, workflow automation tools, ERP platforms, and business intelligence solutions.
Solid understanding of operational governance, business continuity, and enterprise risk management.

Expected Outcomes & KPI Focus

Service Excellence: client satisfaction, service quality, and SLA attainment.
Operational Efficiency: workflow cycle time, automation rate, and productivity.
Client Onboarding: onboarding completion time and onboarding accuracy.
Process Improvement: process optimization activity and cost efficiency.
Risk & Compliance: audit readiness, operational incidents, and policy adherence.
Business Performance: cross-functional project delivery and operational effectiveness.
Leadership: employee engagement, retention, and team performance.

Compensation & Benefits

Competitive executive-level compensation.
Annual and quarterly performance-based bonus opportunities.
Equity participation and/or long-term incentive plans.
Medical, dental, and vision coverage.
401(k) retirement savings plan.
Paid time off plus executive wellness benefits.
Leadership development and continued education support.

Employment Details

This is a full-time, exempt position reporting to the Chief Operating Officer. The role is based in New York, USA, with a hybrid and flexible work arrangement.

Equal Opportunity

The employer is committed to equal opportunity and building an inclusive, diverse workplace. Candidates are considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other legally protected status.

Vice President Operations Services