IT Manager - Operations #905284

We are seeking an experienced and regulatory-compliant IT Operations manager to oversee the daily operations of the South African entity, ensuring optimal performance, compliance, and client service. The incumbent will play a pivotal role in strategic execution, operational excellence, and regulatory alignment. The Customer Service team will report directly into this role.

Key Responsibilities:

Operational Leadership • Oversee all operational functions within the business to ensure efficiency, scalability, and profitability. • Develop and implement operational strategies that align with overall business objectives. • Manage relationships with liquidity providers, PSPs, technology vendors, and other key partners. • Ensure seamless integration of operational systems and trading platforms (e.g., MT4/MT5, CRM tools). Customer Experience & Support • Provide leadership and direction to the Customer Service team to ensure exceptional client experience across all touchpoints. • Drive customer satisfaction KPIs, client retention, and feedback loops. • Develop and maintain SOPs for client onboarding, support queries, issue escalation, and complaint resolution. • Promote a client-centric culture across the operational teams. Regulatory & Compliance Oversight • Ensure all operations comply with FSCA regulations and internal compliance standards. • Serve as the operational liaison for internal and external audits. • Maintain and monitor operational risk frameworks. • Ensure ongoing compliance with FAIS requirements, including fit-and-proper status. Strategic Input & Execution • Collaborate with the CEO and executive team on long-term strategic planning. • Lead the implementation of initiatives to enhance revenue, reduce costs, and improve service delivery. • Monitor key metrics and report on performance to the board and regulators, as needed.