Business Operations Liaison – Incident Management

About the Company

Apex Fintech Solutions (Apex) is a technology company that provides fintech software to enable digital wealth management for millions of customers worldwide. Apex partners with firms such as Stash, Betterment, SoFi, Webull, and eToro to simplify access to financial markets.

The Operations Incident & Remediation Specialist acts as the primary bridge between the Customer Organization and the IT Service Management (Incident Management) team. The role focuses on triaging, communicating, and resolving operational incidents that impact clearing and custody operations. The specialist collaborates with cross‑functional teams to translate business impact into actionable insights and to ensure that corrective actions align with operational priorities.

• Represent the Operational Organization during technology incidents and operational disruptions.
• Partner with the Incident Management Problem Manager to provide business context and prioritize incidents based on client impact, business risk, and regulatory considerations.
• Provide real‑time status updates to business stakeholders and leadership during active incidents.
• Escalate critical issues to appropriate stakeholders with clear business context and impact analysis.
• Ensure business priorities and client considerations are represented in incident management processes.
• Contribute clearing and custody domain expertise to post‑mortem analysis sessions, including settlements, corporate actions, margin, trade processing, and regulatory requirements.
• Collaborate with incident management to validate that implemented solutions resolve business operational issues.
• Document and maintain operational processes, known issues, workarounds, and knowledge‑base articles relevant to clearing and custody business operations.
• Build process documentation and workflow diagrams for key operational areas and collaborate with training teams to ensure staff are equipped with current processes.
• Serve as the primary point of contact between the Operational Organization and the incident management team during incidents.
• Coordinate with Account Management, Relationship Management, Client Services, Operations, Compliance, and other teams during multi‑faced incidents.
• Prepare business‑focused incident summaries, impact reports, and post‑mortem analysis for leadership.

• 5+ years in operations, business analysis, or related roles within a custodian, clearing firm, or financial services organization.
• Bachelor’s degree required; MBA or advanced degree preferred.
• Knowledge of clearing and custody operations including trade processing, settlements, corporate actions, margin, and regulatory requirements.
• Strong stakeholder management skills with experience liaising between business and technology teams during incidents.
• Excellent verbal and written communication skills; ability to adapt messaging for technical and non‑technical audiences.
• Analytical mindset with strong problem‑solving and critical thinking skills.
• Detail‑oriented and capable of producing clear SOPs, process maps, and documentation.
• Resilience and adaptability under pressure; remains calm during operational incidents and crisis situations.
• Technical proficiency in SQL, Big Query, AI systems, and Microsoft Office suite.
• Experience conducting comprehensive incident analysis, creating post‑mortem reports, and developing operational documentation.
• Strong project management and organizational skills for coordinating incident response efforts.
• FINRA Series 7 & Series 63 preferred; otherwise, candidate required to obtain a Series 7 license within 90 days of hire.

• Competitive health, dental, and vision coverage;
  Employee Assistance Program.
• Paid time off and parental leave.
• 401(k) plan with company match.
• Health Savings Account contribution match.
• Paid subscription to the Calm app.
• External learning and tuition reimbursement benefits.
• Hybrid work schedule with flexibility to work from home and designated offices.

Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics.

Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We provide reasonable accommodations to qualified individuals with disabilities. If you require accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form.