Trading Operations Lead / Support Lead in Smart Team

Trading Operations Lead / Support Lead Kyiv Hello! We are Smart Team Fintech Community, a group of FinTech companies 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. outside Kyiv —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 between 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 customer-centric thinking — Working on own projects, coordinating resources and timelines to ensure timely and successful implementation of initiatives — Collaborating with cross-functional teams and interacting with internal stakeholders from all departments, including product development, IT, risk management and broker team management — Ensuring the development of culture and processes aimed at achieving business goals and tasks 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 an internal knowledge base and regular updating of data in Confluence, drawing up a process description with subsequent presentation to the team Requirements: —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, InProgress time, Resolution time)—Knowledge of the quality control process of resolving requests —Incident management, problem management — Management of a team of up to 10 people, work in shifts (day and part-time) — Development of guidelines and standards of operational procedures and processes What we offer: — Rest and living in corporate housing in Larnaca, Cyprus, in Dubai — Extended medical insurance program, including dentistry, annual check-ups, massages — Compensation for sessions with a psychologist 4 p/month. —Free training in athletics, running, volleyball, football, swimming, triathlon —Partial compensation for tennis training and other sports, partial payment of the cost of gym memberships, rehabilitation, massages, participation in competitions, including world ones —Compensation for external specialized training —Full access to various internal educational, cultural, and entertainment events, participation in lectures by guest speakers, use of the corporate library — Office meeting classes — Comfortable office, hybrid schedule