VP of Global Operational Excellence
The Vice President of Global Operational Excellence is responsible for establishing and continuously optimizing the company's global operational framework, driving standardization, automation, digitalization, and scalability across operations to enhance organizational efficiency, customer experience, compliance capabilities, and profitability.
This role focuses on
Enhancing operational efficiency across global trading platforms
Optimizing customer service systems
Clearing, settlement, and treasury operations
KYC / AML compliance operations
Managing global payment and fiat currency channels
Operations for merchants and institutional clients
Building a global operational middle-office infrastructure
Candidates must possess strong strategic operational capabilities, cross-regional organizational management skills, exceptional process optimization expertise, and a deep understanding of the highly complex, high-risk, and heavily regulated environment of the cryptocurrency industry.
Fundamentally, this role is about:
Leveraging operational excellence to drive scalable business growth and global competitiveness. III. Key Responsibilities
• Global Operations Framework Development
Key Duties:
Establish a unified global operations management framework.
Define global operational standards (SOPs, SLAs, KPIs).
Drive the standardization and institutionalization of operational processes.
Establish global operations governance mechanisms.
Build an operational risk control system.
Promote collaboration mechanisms between regional operations and headquarters.
Optimize the operational organizational structure and functional division of labor.
Enhance organizational efficiency and operational capacity.
• Operational Excellence & Process Optimization
Key Duties:
Lead enterprise-wide operational optimization projects:
Customer Service System Upgrades
Ticketing System Optimization
Deposit & Withdrawal Process Redesign
Clearing & Settlement System Optimization
KYC / KYB Process Optimization
Merchant Settlement Automation
Global Payment Routing Optimization
Global Fund Transfer Mechanism Optimization
User Lifecycle Operations Optimization
Core Objectives
Reduce operational costs.
Improve efficiency.
Enhance customer satisfaction (CX).
Strengthen risk control capabilities.
Increase profitability.
• Automation & Digital Operations
Key Duties:
Enhance
Autonomous operations capabilities.
Automation coverage.
Real-time monitoring capabilities.
Decision-making efficiency.
• Global Customer Experience Management
Key Duties:
Establish a world-class customer service system:
VIP Customer Service System
Institutional Customer Service System
Merchant Support System
24/7 Global Customer Service System
Multi-lingual Customer Support System
Complaint Management Mechanism
Customer Satisfaction Management (CSAT / NPS)
User Retention & Engagement Enhancement Mechanisms
Objectives
Increase customer retention.
Reduce churn rate.
Improve NPS.
Enhance brand trust.
• Global Team Management (People Leadership)
Key Duties:
Manage global teams
Regional Operations Heads
Customer Operations
Treasury Operations
Payment Operations
Risk Operations
Compliance Operations
Process Excellence Team
Automation Team
Operations PMO
Core Responsibilities
Build a global talent pipeline.
Foster a high-performance culture.
KPI Management / OKR Management
Organizational Upgrading
High-Potential Talent Development
Management Leadership Development
IV. Qualifications
Educational Background
Required
Work Experience
Required
20+ years of operational management experience within large-scale enterprises
15+ years of experience in senior management roles
Preferred
Professional Competencies
Required Competencies
• Operational Excellence
Experience in building large-scale global operational systems
Experience in Operational Excellence methodologies
Process Re-engineering capabilities
Practical experience with Lean / Six Sigma
Cost Optimization capabilities
• Industry Understanding
Deep understanding of:
Exchange Operations
Wallet & Custody
Stablecoin Operations
Treasury Management
Cross-border Payments
Settlement Networks
Institutional Crypto
Merchant Services
Global Payment Rails
• Data-Driven Capabilities
KPI Syst
Apply tot his job
Apply To this Job
This role focuses on
Enhancing operational efficiency across global trading platforms
Optimizing customer service systems
Clearing, settlement, and treasury operations
KYC / AML compliance operations
Managing global payment and fiat currency channels
Operations for merchants and institutional clients
Building a global operational middle-office infrastructure
Candidates must possess strong strategic operational capabilities, cross-regional organizational management skills, exceptional process optimization expertise, and a deep understanding of the highly complex, high-risk, and heavily regulated environment of the cryptocurrency industry.
Fundamentally, this role is about:
Leveraging operational excellence to drive scalable business growth and global competitiveness. III. Key Responsibilities
• Global Operations Framework Development
Key Duties:
Establish a unified global operations management framework.
Define global operational standards (SOPs, SLAs, KPIs).
Drive the standardization and institutionalization of operational processes.
Establish global operations governance mechanisms.
Build an operational risk control system.
Promote collaboration mechanisms between regional operations and headquarters.
Optimize the operational organizational structure and functional division of labor.
Enhance organizational efficiency and operational capacity.
• Operational Excellence & Process Optimization
Key Duties:
Lead enterprise-wide operational optimization projects:
Customer Service System Upgrades
Ticketing System Optimization
Deposit & Withdrawal Process Redesign
Clearing & Settlement System Optimization
KYC / KYB Process Optimization
Merchant Settlement Automation
Global Payment Routing Optimization
Global Fund Transfer Mechanism Optimization
User Lifecycle Operations Optimization
Core Objectives
Reduce operational costs.
Improve efficiency.
Enhance customer satisfaction (CX).
Strengthen risk control capabilities.
Increase profitability.
• Automation & Digital Operations
Key Duties:
Enhance
Autonomous operations capabilities.
Automation coverage.
Real-time monitoring capabilities.
Decision-making efficiency.
• Global Customer Experience Management
Key Duties:
Establish a world-class customer service system:
VIP Customer Service System
Institutional Customer Service System
Merchant Support System
24/7 Global Customer Service System
Multi-lingual Customer Support System
Complaint Management Mechanism
Customer Satisfaction Management (CSAT / NPS)
User Retention & Engagement Enhancement Mechanisms
Objectives
Increase customer retention.
Reduce churn rate.
Improve NPS.
Enhance brand trust.
• Global Team Management (People Leadership)
Key Duties:
Manage global teams
Regional Operations Heads
Customer Operations
Treasury Operations
Payment Operations
Risk Operations
Compliance Operations
Process Excellence Team
Automation Team
Operations PMO
Core Responsibilities
Build a global talent pipeline.
Foster a high-performance culture.
KPI Management / OKR Management
Organizational Upgrading
High-Potential Talent Development
Management Leadership Development
IV. Qualifications
Educational Background
Required
Work Experience
Required
20+ years of operational management experience within large-scale enterprises
15+ years of experience in senior management roles
Preferred
Professional Competencies
Required Competencies
• Operational Excellence
Experience in building large-scale global operational systems
Experience in Operational Excellence methodologies
Process Re-engineering capabilities
Practical experience with Lean / Six Sigma
Cost Optimization capabilities
• Industry Understanding
Deep understanding of:
Exchange Operations
Wallet & Custody
Stablecoin Operations
Treasury Management
Cross-border Payments
Settlement Networks
Institutional Crypto
Merchant Services
Global Payment Rails
• Data-Driven Capabilities
KPI Syst
Apply tot his job
Apply To this Job