Product Operations Officer

Skills

About the Role

You rotate periodically across operations roles in different functions. You identify, scope, plan, and execute process-improvement projects and integrations; develop processes and initiatives; process client transactions and corporate disbursements; monitor account balances; reconcile cash and digital asset positions; investigate and resolve reconciliation breaks; review client onboarding documentation and risk profiles; perform periodic client reviews and audits; support transaction concerns and account requests; escalate fraud cases; manage compliance cases; calibrate transaction and fraud monitoring parameters; and help execute enterprise risk management activities.

Requirements

• 2 to 3 years of experience
• Self-motivation
• Attention to detail and accuracy
• Proactivity
• Collaborative attitude
• Big-picture thinking
• Problem-solving
• Learning agility
• Ability to perform under pressure
• Organization and time management skills
• Innovation and change management skills
• Effective oral and written communication
• Influencing skills
• Proficiency with MS Office

Responsibilities

• Work with Operations, Finance, Treasury, Product, and Tech departments to identify, scope, plan, and execute process-improvement projects and integrations.
• Develop processes and initiatives for emerging use cases and collaborate with internal and external stakeholders to address gaps and meet customer needs.
• Undertake additional business-as-usual and other assigned duties.
• Review and process fiat, crypto, digital asset, financial market, and corporate disbursement transactions.
• Monitor customer and proprietary bank, wallet, and account balances to ensure adequate funding for operational requirements.
• Reconcile cash balances and crypto or digital asset positions across products and services.
• Validate and report balances and transaction records for customer and proprietary accounts.
• Identify, investigate, escalate, and resolve reconciliation breaks.
• Review and authorize new client onboarding by checking documentation, conducting enhanced due diligence, completing risk profiles, and processing relationship updates.
• Perform periodic client profile reviews and refresh documentation as necessary.
• Audit clients automatically verified by the system.
• Support clients with fiat and crypto transaction concerns, technical issues, claims, and BSP complaints.
• Resolve account requests such as account unlocks, 2FA deactivation, account activation, and account information updates.
• Escalate fraud and compromised-account concerns to the relevant teams.
• Manage customer account cases flagged and routed to the Compliance Monitoring team.
• Review and calibrate transaction monitoring and fraud monitoring system parameters.
• Help execute the Enterprise Risk Management framework.