CXM Direct

• Responsible for managing feature delivery by coordinating with developers, gathering stakeholder requirements, supporting the Product Owner with release coordination, prototyping features, maintaining clear delivery plans, tracking dependencies and risks, and ensuring features are delivered in line with agreed priorities and timelines. • Develop comprehensive product knowledge sufficient to independently manage feature planning and delivery. • Assume end-to-end ownership of assigned product initiatives, making day-to-day decisions independently and escalating only when necessary. • Build and document a clear understanding of departmental needs and cross-functional dependencies. • Independently manage assigned initiatives from requirement gathering through release, meeting agreed scope, timelines, and quality expectations. • Establish effective working relationships with key departments and proactively resolve cross-functional dependencies and delivery risks. • Manage the development and delivery of assigned features and product initiatives. • Communicate and coordinate with stakeholders, developers, QA specialists, Product team members, and representatives from other departments. • Gather, clarify, document, and prioritize business and product requirements. • Translate stakeholder needs into clear tasks, acceptance criteria, and delivery plans for the development team. • Track progress, timelines, dependencies, risks, and blockers throughout the delivery lifecycle. • Facilitate planning sessions, status meetings, requirement reviews, and release-readiness discussions. • Coordinate feature testing, stakeholder validation, and issue resolution with QA and development teams. • Support the Product Owner in planning and coordinating releases. • Create prototypes or mock-ups to clarify requirements and validate feature concepts. • Maintain project documentation and provide clear, timely updates to relevant stakeholders. • Make day-to-day delivery decisions independently and escalate significant risks or scope changes when necessary. • Conduct feature demonstrations for stakeholders, gather feedback, and document agreed follow-up actions. • Use AI tools to improve the efficiency and quality of requirements gathering, documentation, feature prototyping, analysis, and project coordination.

• Own the day-to-day reliability of .NET/C# services running on Windows. • Participate in the on-call rotation for production trading systems and lead incident response during service disruptions. • Investigate production incidents, perform root cause analysis, and implement preventive actions to eliminate recurring issues. • Build and maintain Grafana dashboards, Prometheus alerts, and operational health views across applications, infrastructure, and databases. • Instrument .NET services to improve telemetry, metrics, logging, and visibility into service health and customer impact. • Define, implement, and monitor Service Level Indicators (SLIs), Service Level Objectives (SLOs), and error budgets. • Troubleshoot issues across .NET/C# applications, Windows Server, Aurora PostgreSQL databases, AWS infrastructure, CI/CD pipelines and deployments. • Improve deployment safety, release automation, and rollback strategies. • Partner with developers to improve application operability, resilience, and fault isolation. • Automate operational tasks through scripting and infrastructure automation. • Create and maintain runbooks, operational documentation, and incident response procedures. • Continuously improve monitoring, alert quality, automation, and platform reliability.

**Key Activities:** - Perform thorough functional, integration, API, regression, and exploratory testing of assigned features and product areas. - Review requirements and acceptance criteria to identify quality risks, gaps, and unclear behavior. - Document defects clearly, including reproduction steps, expected results, actual results, and supporting evidence. - Develop and maintain automated test scripts for assigned product features and regression scenarios. - Investigate failed or unstable automated tests and improve test-suite reliability. - Continuously build product and technical knowledge by reviewing relevant documentation and project updates. - Ask timely and relevant questions to clarify requirements, risks, and expected product behavior. - Collaborate with developers, product managers, and the QA Lead to investigate and resolve quality issues. - Participate in release validation and clearly communicate quality risks before deployment. - Use approved AI tools to improve productivity, accelerate testing activities, and streamline day-to-day QA work. - Demonstrate active engagement and ownership of product quality throughout the development and release lifecycle.

**Key Activities:**** - Establish and enforce internal operational policies and external partner standards to ensure consistent, compliant, and scalable execution. - Recruit, structure, and lead a sales team focused on acquiring and managing relationships with crypto Introducing Brokers/Key Opinion Leaders (IBs/KOLs). - Build and oversee a compact, results-driven marketing team focused on events, affiliate programs, and performance marketing initiatives. - Identify, evaluate, and onboard payment service providers (PSPs) to support reliable fiat on- and off-ramp capabilities in key markets. - Set up and operationalize a customer support function, including recruitment, training, and certification of support agents to ensure consistent service standards. - Develop a comprehensive business plan and execution roadmap outlining operational priorities, growth strategies, financial projections, and resource requirements. - Lead the rollout of a minimum viable product (MVP), conduct user testing, and validate product-market fit prior to full-scale market launch. - Establish the technological infrastructure necessary to support core operational processes and policies, including but not limited to fraud prevention, compliance, and risk management systems. - Define key performance indicators (KPIs) for all critical processes and implement a business intelligence (BI) dashboard for executive and board-level reporting. - Map and define the end-to-end customer journey to optimize user experience, retention, and conversion across all touchpoints.

• Establish and lead the company's first centralized analytics function. • Define the long-term analytics vision, roadmap, and operating model. • Establish data governance standards, metric definitions, and reporting frameworks. • Partner with executive leadership to enable data-driven strategic decisions. • Direct and mentor embedded analysts across multiple business functions. • Design and implement the end-to-end analytics technology stack. • Select and deploy data warehousing, transformation, visualization, and reporting solutions. • Build scalable analytics infrastructure to support multiple financial products. • Develop a canonical data model across the organization. • Ensure data quality, consistency, accessibility, and governance. • Design and implement multi-touch attribution across various marketing channels. • Build unified customer journey tracking. • Create real-time executive dashboards and KPI reporting. • Establish a company-wide hypothesis testing and experimentation framework. • Collaborate closely with Marketing, Product, Technology, Operations, and Commercial teams. • Lead, coach, and develop embedded analysts.

• Oversee a team of employees and monitor their performance • Provide coaching, guidance, and support to team members • Set team goals, objectives, and performance metrics • Monitor team productivity and ensure targets are met or exceeded • Identify areas for improvement and implement strategies to enhance team performance • Collaborate with other team leaders and stakeholders to achieve overall company objectives • Ensure compliance with company policies, procedures, and industry regulations • Conduct regular performance evaluations and provide feedback to team members • Motivate and inspire team members to achieve their full potential

• Manage and expand relationships with existing clients to drive retention and growth • Proactively identify upselling opportunities and collaborate with the sales team to maximize revenue • Understand client needs and provide customized solutions and support • Address client inquiries, resolve issues, and provide excellent customer service • Stay up-to-date with industry trends and market conditions • Collaborate with internal teams to ensure client satisfaction and successful implementation • Prepare reports and present updates on client performance and account metrics

• Effectively managing the company chats, E-mails and calls • Identifying and assessing customer’s needs to achieve satisfaction • Receiving and handling inquiries from New Leads and clients through Phone Calls, Chat, E-mails and Portal • Offer support to the lead/client within the specified time frame • Updating CRM and keeping records of all communications and action taken • Interact with other departments to solve inquires raised by clients that requires further investigation by sending tasks • Follow up with clients and schedule call backs to ensure optimum results and customer satisfaction

• Effectively manage company communication channels, including live chat, emails, and phone calls. • Identify and assess customers’ needs to ensure a high level of satisfaction. • Receive and handle inquiries from new leads and existing clients via phone, chat, email, and client portal. • Provide timely and accurate support to clients within the specified time frame. • Maintain and update CRM records with all customer interactions and actions taken. • Coordinate with internal departments by creating and assigning tasks for inquiries that require further investigation. • Follow up with clients and schedule callbacks to ensure resolution and customer satisfaction. • Work independently as well as collaboratively in a team environment. • Adhere to standard operating procedures and company policies at all times.

Job Description: This is a high-impact position at the center of a complex multijurisdictional structure spanning +8 entities across the EU, UAE, South Africa, and Southeast Asia. This role is ideal for an experienced paralegal or legal operations professional with financial regulatory experience (especially around payment service providers (PSPs), fintech licensing, cross-border compliance, and commercial contracting) who thrives in fast-paced, international environments. What you’ll be doing: Contracting - Conduct first-pass reviews of cross-border commercial agreements, including vendor, banking, and PSP contracts - Coordinate contract execution, track key terms, and maintain contract records across group entities - Support negotiations by flagging legal and commercial risks for escalation to legal counsel - Ensure consistency and alignment of contractual standards across jurisdictions - Track and manage key contract terms across the group Regulatory and Compliance Support - Support AML, KYC, sanctions, and financial crime compliance processes in coordination with Legal and Compliance - Assist with regulatory filings, licensing applications, and ongoing submissions - Manage onboarding and due diligence for PSPs, banks, and key counterparties - Conduct applicable legal research - Advise on FX regulatory frameworks Risk mitigation and Operational Execution - Support implementation of group-wide legal and compliance policies - Liaise with external counsel, regulators, and service providers as needed - Translate legal and regulatory requirements into clear, practical guidance for internal teams - Track regulatory obligations and help ensure timely execution across jurisdictions