Support Lead/ Trading Operations Lead in Smart Team

Hello! We are Smart Team Fintech Community, a group of companies in the FinTech domain with offices in Ukraine, Cyprus, and Dubai. We are currently looking for a Trading Operations Lead / Support Lead. Functional:— Ensuring uninterrupted support of the main business process from 10:00 a.m. to 03:00 a.m. Kyiv time— Management of an experienced team and Trading Operations processes— Planning and moderation of hiring, onboarding and adaptation of new team members, dismissal— Development of optimization and automation of processes for smooth cooperation of cross-functional teams and development of the overall trading process in the company. Finding inefficiencies and contributing to their resolution— Fostering a positive team culture by promoting collaboration, knowledge sharing, and a customer-centric mindset— Working on own projects, coordinating resources and timelines to ensure timely and successful implementation of initiatives— Collaborating with cross-functional teams and engaging with internal stakeholders from all departments, including product development, IT, risk management and broker management teams—Ensuring the development of culture and processes aimed at achieving business goals and objectives related to the support of the trading infrastructure. Continuous development and improvement of processes— Analysis of indicators and effectiveness of the trading support process, quality control— Maintenance of internal knowledge base and regular updating of data in Confluence, compilation of process descriptions with subsequent presentation to the team What professional skills are required for this position:— Atlassian (Jira, JSM, Confluence ), Slack (not only as a messenger, but also Slack App, Slack Workflows)— English B2 -C1— Understanding the basics of operational management and product support— Working with indicators and support metrics (FTR, CSAT, Open requests, In Progress time, Resolution time)— Knowledge of the process of quality control of request resolution— Incident management, problem management— Management of a team of up to 10 people, work with shifts (day and night)— Development of guidelines and standards of operational procedures and processes What else is important:- Customer orientation - Communication skills on at a high level - Operational experience - The ability to work with inefficiencies - fix processes, the ability to notice and notice - Team management experience - Analytical experience - Learning capacity What we offer: - Rest and accommodation in corporate housing in Larnaca, Cyprus, and in Dubai - Extended health insurance program , including dentistry, annual check-ups, massages - Compensation for sessions with a psychologist 4 p/month - Free training in cycling, running, volleyball, football, swimming, triathlon - Partial compensation for training in tennis and other sports, partial payment of the cost of gym memberships ) Kyiv office, regular yoga classes - Comfortable office, hybrid schedule