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Shift Operations Manager
3 months ago
QF Analytics LLC is a fintech company that develops and supports one of the world's fastest-growing online trading platforms, with a monthly trading volume exceeding $15 billion. As part of our aggressive expansion, we are seeking a seasoned professional to fill the role of Shift Operations Manager, overseeing our Product Communication Specialists and ensuring the smooth operation of our platform.
Role Overview:
As the Shift Operations Manager, you will be responsible for overseeing the performance and activities of the Product Communication Specialist. Your role will involve managing the product communication team, ensuring that customer interactions and feedback are effectively handled, and monitoring the quality of support provided to users. Additionally, you will be directly involved in key operational tasks such as processing customer withdrawals, auditing refund calculations, and ensuring compliance with all regulatory requirements.
In this high-performance environment, we expect you to not only meet but exceed expectations. You will be a leader, guiding your team to excel in their roles, while also stepping in to handle more complex and sensitive tasks that require your expertise. Your ability to manage pressure, maintain attention to detail, and resolve issues swiftly will be crucial to your success in this role.
Key Responsibilities:
- Oversee the day-to-day activities of the Product Communication Specialist team, ensuring that all tasks are completed with precision and urgency.
- Manage the product communication team to ensure effective handling of user feedback, inquiries, and complaints.
- Process customer withdrawals accurately and in a timely manner.
- Audit customer refund calculations conducted by Product Communication Specialists to ensure accuracy and compliance.
- Ensure all KPI goals for the team are being met and take corrective action when necessary.
- Detect and report technical problems to the IT department, ensuring swift resolution.
- Manage the closure of customer accounts, following all necessary procedures.
- Send compliance-related messages to customers, ensuring that all communications are clear, accurate, and in line with regulatory requirements.
- Verify customer IDs and handle sensitive information with the utmost care.
- Provide leadership and support to the team, fostering a high-performance culture and driving continuous improvement.
Job Requirements:
- At least five (5) years of experience in trading stocks, futures, or a related field, with a preference for individuals with prior management experience.
- A Bachelor's Degree in Finance or a related field is strongly preferred.
- Extensive knowledge of financial markets, including cryptocurrencies, commodities, equities, foreign exchange, and futures.
- Proven leadership skills, with the ability to manage and motivate a team in a high-pressure environment.
- Exceptional written and verbal communication skills in both English and Portuguese; fluency in additional languages is a strong advantage.
- High level of proficiency with computers (PC) and trading platforms.
- Strong problem-solving skills, with the ability to think critically and make informed decisions quickly.
- Resilience, determination, and the ability to maintain focus under pressure.
Work Environment:
Quantfury (USA) operates on a 24x7 basis, so flexibility in work hours is essential. In return, we offer:
- Flexible work arrangements, including the possibility of remote work.
- Competitive salaries, often above industry standards.
- Daily premium lunch catering, and a fully stocked office with fruits and snacks.
- Comprehensive health benefits after 90 days of employment, including exclusive employee discounts.
- Bonus and incentive programs to reward high performance.
Job Type: Full-time
Salary: Competitive, based on experience and qualifications
