Operations Engineer

Who are you?

The ideal candidate is an experienced manager who is passionate about trading, process excellence, and people. An individual who will lead teams in different locations and functions and ensure that the company is meeting its strategic Operations goal to use Customer Support as a growth engine. The position will require relocating to Sofia, Bulgaria.

• People Leader - eager and able to build teams and lead process improvement.
• Strong Executer - able to make things happen in an ever-changing and dynamic environment
• Customer-Centric - understand the specifics of the trading clients, their needs, and expectations and the Trading Market.

Responsibilities

• Lead teams in the Customer Support for new records and achievements
• Ensure customer support channels are available in the different lines and queues at all sites
• Structure and implement a performance metrics plan
• Continuously improves the productivity and efficiency of the team
• Represent the “Users’ Voice” among the stakeholders
• Plan and control and the required headcount while aiming for cost efficiency
• Drive a continuous improvement process and plan
• Work closely with the different teams like Product, RnD, Back Office, Risk, etc.
• Work closely with the Global Head of Customer Support on various projects in the operations department.

Requirements:

• B.Sc Industrial Engineering or equivalent
• At least 2 years of experience leading complex matrix teams
• Proven experience with analyzing data
• Past experience B2C/Fintech Operations - an advantage
• Proactive attitude and doing what it takes to get the job done
• Great Troubleshooting skills
• Ability to establish and maintain effective working relationships with coworkers and managers
• Good understanding of the regulatory environment – an advantage
• Ability to manage competing priorities
• Excellent verbal and written communication skills
• Flexible in a dynamic environment