Chief Operating Officer (Financial Services)

Position Summary:

This company is seeking an experienced and regulatory-compliant Chief Operating Officer (COO) to oversee the daily operations of the South African entity, ensuring optimal performance, compliance, and client service. The COO will play a pivotal role in strategic execution, operational excellence, and regulatory alignment. The Customer Service team will report directly into this role.

Key Responsibilities:

Operational Leadership Oversee all operational functions within the business to ensure efficiency, scalability, and profitability. Develop and implement operational strategies that align with overall business objectives. Manage relationships with liquidity providers, PSPs, technology vendors, and other key partners. Ensure seamless integration of operational systems and trading platforms (e.g., MT4/MT5, CRM tools). Customer Experience & Support Provide leadership and direction to the Customer Service team to ensure exceptional client experience across all touchpoints. Drive customer satisfaction KPIs, client retention, and feedback loops. Develop and maintain SOPs for client onboarding, support queries, issue escalation, and complaint resolution. Promote a client-centric culture across the operational teams. Regulatory & Compliance Oversight Ensure all operations comply with FSCA regulations and internal compliance standards. Serve as the operational liaison for internal and external audits. Maintain and monitor operational risk frameworks. Ensure ongoing compliance with FAIS requirements, including fit-and-proper status. Strategic Input & Execution Collaborate with the CEO and executive team on long-term strategic planning. Lead the implementation of initiatives to enhance revenue, reduce costs, and improve service delivery. Monitor key metrics and report on performance to the board and regulators, as needed.

Required Qualifications & Experience:

Education & Certifications RE1 and RE5 certification (RE1 is mandatory for key individuals; RE5 for representatives). Relevant tertiary qualification in Finance, Business Administration, Economics, or a related field. FAIS-compliant and meet fit-and-proper requirements.

Experience Minimum 5-8 years of operational leadership experience within the Forex or broader Financial Services sector. Strong understanding of FX trading platforms, market structure, regulatory frameworks, and operational risk. Demonstrated experience managing high-performing teams, including client facing functions.

Key Skills & Competencies: Strong leadership, strategic thinking, and operational execution skills. Deep understanding of FX trading lifecycle and associated compliance requirements. Excellent interpersonal, communication, and negotiation skills. Data-driven approach with a focus on KPIs and continuous improvement. Ability to work in a high-paced, regulated, and technology-driven environment.

Preferred: Experience working within a Category I or II FSP regulated by the FSCA. Previous Key Individual (KI) experience will be a strong advantage. Familiarity with CRM systems, digital onboarding, and trading platforms like MT4/MT5.