Team Lead Trade Operations

Operations Management

• Manage end-to-end Trade Operations processes, ensuring timely and accurate delivery
• Monitor workflows, allocate work, and optimise resources to meet demanding SLAs
• Ensure all transactions are processed in line with quality standards, policies, and procedures
• Track volumes, productivity, and turnaround times, taking corrective action where needed
• Maintain effective process documentation and operational standards

Team Leadership

• Lead, coach, and develop a high-performing operations team
• Drive performance, productivity, and continuous skills development
• Foster a culture of accountability, professionalism, and continuous improvement
• Manage performance through clear goals, feedback, and development interventions

Client Service Excellence

• Ensure delivery of exceptional service to internal and external clients
• Resolve complex queries, disputes, and escalations (e.g. documentary discrepancies, interbank claims)
• Identify opportunities to improve client experience and transaction processes

Risk & Compliance

• Ensure adherence to regulatory and compliance requirements (FICA, Exchange Control, BOP, sanctions)
• Monitor controls to mitigate operational risk and prevent losses
• Support audits, risk reviews, and investigations
• Embed strong governance and compliance practices in daily operations

Continuous Improvement

• Drive initiatives to improve efficiency, scalability, and service delivery
• Identify process gaps and implement enhancements
• Partner with product and onboarding teams to improve client outcomes