Responsibilities:

• Own the design, implementation and ongoing improvement of core operational processes across the business.
• Map existing and future workflows with Operations, Compliance, Technology and client-facing teams before changes are implemented.
• Ensure operational processes meet regulatory requirements, banking partner requirements and internal standards.
• Create, maintain and regularly review SOPs, with clear documentation and version control.
• Build a central source of operational knowledge so critical processes are documented rather than held by individuals.
• Take operational ownership of new product launches, including process design, documentation, system readiness, training and implementation.
• Manage operational relationships with external product partners where required.
• Monitor adherence to established processes, identify operational risk and implement appropriate controls.
• Act as an escalation point for operational issues and drive them through to resolution.
• Understand how internal systems support operational workflows and identify opportunities for improvement.
• Translate business requirements into system requirements and lead user testing before changes are rolled out.
• Administer and improve business platforms, workflows, automations and integrations.
• Use AI practically across documentation, analysis, reporting, workflows and other areas where it can improve the quality or speed of work.
• Identify repetitive or manual work that can be reduced through AI or automation and share useful approaches with the wider team.
• Ensure AI outputs are checked appropriately and sensitive client information is handled in line with company and regulatory requirements.
• Train teams on new and updated processes and maintain supporting training materials.
• Lead process improvement initiatives from initial proposal through to implementation.
• Track and report on operational improvements and performance to internal stakeholders.
• Provide hands-on operational support where required.

Requirements:

• 2–5 years of operations experience within financial services, forex, payments or investments.
• At least one year of experience leading projects, initiatives or clearly owned business outcomes.
• Strong experience in process design, process ownership and continuous improvement.
• Working knowledge of South African exchange control processes, including BOP reporting, AIT applications and FICA/KYC onboarding.
• Demonstrated experience creating SOPs and improving operational processes.
• Practical, demonstrable use of AI tools in a professional environment to improve your own work or business processes.
• Experience administering, configuring or automating a CRM or other business platform.
• Ability to map processes clearly and produce structured, useful documentation.
• Comfortable translating operational requirements into technology requirements and participating in user testing.
• Comfortable using workflow, collaboration and automation platforms.
• Able to learn new systems quickly and understand how data and processes move through them.
• Strong judgement around compliance, operational risk and the use of sensitive information.
• Able to work independently and take ownership in a fully remote environment.
• Strong communication skills and the ability to work effectively across different business functions.
• A relevant degree or diploma in commerce, finance or business.
• Experience operationalising or launching a new product would be advantageous.
• A regulatory or compliance qualification would be advantageous.