Operations Manager – Digital Gold Platform

6 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Private Advertiser Full time 120,000 - 260,000 per year

We are seeking an experienced Operations Manager to oversee the day-to-day operations of our Digital Platform. The role will be responsible for ensuring smooth business operations across trade execution, settlement, compliance, customer service, and vendor/partner management. This individual will work closely with Product, Technology,  Compliance and Finance teams to ensure operational excellence, regulatory compliance, and a seamless customer experience.

Key Responsibilities

Platform & Transaction Operations

  • Oversee all end-to-end operational processes for the Digital Platform (buying, selling, redemption, storage, settlement).

  • Ensure accurate and timely execution, reconciliation, and settlement of digital transactions.

  • Monitor platform activities to detect anomalies, system errors, or fraudulent transactions.

  • Liaise with custodians, vaulting partners, insurers to ensure proper handling of gold assets.

  • Coordinate physical redemption processes, including customer verification and logistics.

Compliance & Risk Management

  • Ensure operations comply with regulatory requirements (financial services, Shariah compliance if applicable, AML/CFT, KYC).

  • Maintain operational controls and procedures to mitigate risks in digital operations.

  • Collaborate with Compliance teams on audits, reporting, and regulatory submissions.

Customer & Partner Support

  • Manage customer queries related to transactions, redemption, and operational issues.

  • Serve as a point of contact for vaulting and payment gateway partners.

  • Monitor and improve customer experience by reducing operational friction.

Process & Efficiency Management

  • Develop and optimize standard operating procedures (SOPs) for digital operations.

  • Implement process automation and operational scalability improvements.

  • Track key operational KPIs (transaction success rates, settlement timelines, error rates).

Cross-Functional Collaboration

  • Work with Technology teams to resolve system issues and enhance platform stability.

  • Coordinate with Finance on transaction reconciliation, reporting, and audits.

  • Support Product and Strategy teams on new feature launches, ensuring operational readiness.

Required Skills & Qualifications

  • Bachelor's degree in Business, Finance, Operations, or related field.

  • 5–8 years of experience in operations management, preferably in fintech, banking, payments, commodities trading, or digital investment platforms.

  • Strong knowledge of financial operations, settlement processes, AML/KYC, and compliance frameworks.

  • Familiarity with commodities (gold/precious metals), custody, and vaulting operations is an advantage.

  • Proven ability to manage third-party service providers (vaults, insurers, logistics providers).

  • Strong analytical, problem-solving, and decision-making skills.

  • Excellent leadership and communication skills; able to manage cross-functional teams.

  • High attention to detail, strong organizational skills, and ability to work under pressure.

Key Competencies

  • Operational Excellence & Process Optimization

  • Risk & Compliance Management

  • Stakeholder & Vendor Management

  • Customer Service Orientation

  • Analytical & Data-Driven Decision Making

  • Leadership & Team Collaboration

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