Operations Manager - Remote Position
full-time
Job Description
We are an award-winning fintech that offers investment opportunities as well as best-in-class international money transfer solutions. We are committed to exceeding expectations and providing South Africans with the exceptional financial services they deserve.
By offering streamlined processes, a personal touch, and unwavering transparency, we're redefining the status quo. We are in a high-growth, scale-up phase, having significantly expanded our international money transfer offering and operational footprint.
Operations sit at the heart of our business, and this role offers a rare opportunity to gain broad exposure across processes, systems and teams while helping shape how the business scales.
The Operations Manager will manage and contribute to how our operational processes are designed, documented, run and improved, across forex, arbitrage and new investment products.
The role sits between the Operations team and the rest of the business turning business and product needs into working processes, making sure teams follow them, and keeping the operational infrastructure scalable, compliant and efficient as the Company grows.
ROLE OVERVIEW
Reporting directly to the Head of Operations, the Operations Manager will work closely with Operations, Compliance, Technology, Account Managers, Investment Managers, Administrative Officers, banking partners and external product partners.
KEY RESPONSIBILITIES
Process Design and Ownership
Own the design, implementation and upkeep of core operational processes, including but not limited to BOP processing, AIT applications, client onboarding and transaction processing.
Make sure every process meets banking partner requirements, regulatory obligations and internal standards.
Map current and target workflows with Operations, Compliance, Technology and Client Management teams before changes are made.
Standard Operating Procedures
Draft and maintain SOPs for all core operational processes across business units.
Keep SOPs accurate to how work is done, with a regular review cycle and clear version control.
Hold the central library of process documentation so knowledge is not held by individuals.
New Product Operations
Act as operational owner for newly launched products, including investment products distributed through external partners.
Design the processes needed to distribute and administer each new product.
Run operational readiness before launch: processes, documentation, systems, training and sign-off.
Manage the operational relationship with external product partners.
Operational Oversight and Compliance
Monitor adherence to established processes across teams and address gaps.
Identify operational risks and put controls in place to reduce them.
Act as an escalation point for operational issues and see them through to resolution.
Systems and Platform
Learn how the backend system works and how processes run through it, and propose improvements to the Tech team.
Gather business requirements for system changes and lead user testing before rollout.
Own the external platforms our teams use, such as Zoho CRM, Notion and Slack, including building and documenting automations and integrations.
AI and Automation
Use AI tools to increase output and to a higher standard across SOPs, analysis, reporting and documentation.
Identify where AI and automation can remove manual work, and share useful prompts, templates and skills with the team.
Check AI output for accuracy and handle client data in line with POPIA and internal policies.
Training and Knowledge Transfer
Train Investment Managers, Account Managers, the Operations team and other teams on new and changed processes.
Build and maintain training materials alongside the SOPs.
Continuous Improvement and Reporting
Proactively identify ways to improve efficiency, reduce risk and make operations more scalable.
Lead process improvement projects from proposal to rollout.
Track and report on improvement initiatives and operational performance to Operations team management and internal stakeholders.
Additional Duties
Provide hands-on operational support where needed, and perform other duties reasonably required by management within the scope of the role.
REQUIREMENTS:
The ideal candidate will possess the following:
2 - 5 years in operations within financial services, forex, payments or investments, including at least 1 year leading projects or outcomes.
Working knowledge of South African exchange control (BOP reporting, AIT applications) and FICA/KYC onboarding.
Track record of writing SOPs and delivering process improvements.
Experience launching or operationalising a new product is an advantage.
Demonstrable experience using AI tools (such as Claude) in a work setting to improve the speed and quality of their own work or a team's processes.
Experience administering, configuring or automating a CRM or business platform; Zoho experience is an advantage.
Skills
Process mapping and clear, structured documentation.
Translating business needs into technology requirements and running user testing.
Training and explaining processes to non-operational teams.
Comfortable with workflow and automation tools (for example Zoho, Notion, Slack & Zapier).
Confident, everyday use of AI tools such as Claude to work faster and to a higher standard, from drafting and analysis to building templates, simple tools and automations.
Sound judgement in using AI: knowing when it adds value, checking outputs for accuracy, and protecting sensitive data.
Quick to learn new systems, including in-house backend platforms, and to understand how data and processes flow through them.
Hands-on ability to build automations, workflows and integrations in business platforms such as Zoho CRM.
Attributes
Takes ownership and works independently in a fully remote team.
Detail-focused, with sound judgement on risk and compliance.
Builds good working relationships internally and with external partners.
Qualifications
Relevant degree or diploma in commerce, finance or business; a regulatory or compliance qualification is an advantage.