Operations Manager - remote position

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.

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Train Investment Managers, Account Managers, the Operations team and other teams on new and changed processes.
• Build and maintain training materials alongside the SOPs.

• Proactively identify…