We are seeking a highly motivated Operations Officer to join our company licensed by the Malta Financial Services Authority (MFSA). The successful candidate will be responsible for ensuring service stability, driving continuous improvements, and acting as a contact person for service-related matters across the business.
The Operations Officer will be reporting to the Senior Trading and Operations Manager
Key Responsibilities
- Service Delivery & Performance
- Ensure IT and operational services meet agreed SLAs and KPIs.
- Monitor service availability, incident trends, and recurring issues.
- Prepare service performance reports and dashboards to take informed decisions.
- Propose continuous service improvements.
- Incident, Problem & Change Management
- Oversee major incidents along with the Risk Team and coordinate response/resolution.
- Assist in root cause analysis and problem management to reduce reoccurrence.
- Manage change requests to minimise service disruption.
- Act as a point of contact for internal teams and external partners regarding service performance.
- Produce regular service reports for management and key stakeholders.
- Governance & Compliance
- Ensure adherence to ITIL best practices in service management.
- Support internal and external audits by maintaining accurate process documentation.
- Daily Operations
- Responsible for the monitoring and processing of daily customer withdrawals and deposits
- Responsible to ensure sufficient funds, being it digital assets or FIAT, to facilitate smooth and efficient settlements and payment flows
- Liaise with the trading team to manage settlements to and from Liquidity Providers following or prior to trades executed
- Work closely with trading, operations, risk and IT teams to align service delivery with business needs.
- Escalate systemic or high-impact service risks to the Senior Trading & Operations Manager.
- Handle other departmental ad-hoc tasks as necessary
Qualifications & Skills
- Minimum of 2 years’ experience within a technology or operations-focused environment
- Background in financial services, trading or fintech companies will be considered an asset
- ITIL v4 Foundation Certification (or higher)
- Hands-on experience with service management tools
- Excellent written and verbal communication skills
- Analytical and detail-oriented with strong problem-solving skills
- Proactive mindset with a drive for continuous improvement
