Chief Operating Officer (Financial Services)

SUMMARY:
A globally recognised online trading broker, specializing in Forex (FX), CFDs, commodities, indices, and cryptocurrencies is looking for a COO with industry experience. Position is based in Cape Town CBD

POSITION INFO:
Position Summary: This company is seeking an experienced and regulatory-compliant Chief Operating Officer () 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 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 , 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.