• Lead LATAM’s VIP Growth Strategy — Own the commercial roadmap to grow trading volume, revenue, and user engagement among high-value clients. • Acquire and Manage VIP Users — Build trusted relationships with top traders, delivering tailored solutions and direct support to ensure their long-term loyalty and satisfaction. • Act as a Client Advocate — Translate user needs into actionable improvements by collaborating with Product, Trading, Compliance, and Global VIP teams. • Identify Growth Opportunities — Use market intel to design and execute initiatives that increase VIP trading activity and wallet share. • Lead a High-Performance BD Team — Manage, mentor, and expand the VIP BD function in LATAM with clear OKRs, strong performance discipline, and accountability. • Represent OKX Externally — Cultivate a strong presence within LATAM’s crypto trading community through events, partnerships, and relationship-building outreach. • Analyze Client Behavior — Leverage data insights to segment VIP audiences, predict needs, and optimize engagement strategies.

• Provide strategic leadership and governance for all delivery operations across the UK, EMEA, and APAC regions, ensuring consistent methodologies, quality standards, resource utilization, and successful customer outcomes. • Lead and develop a global delivery organization, including Directors, Managers, Project Managers, and Consultants, with responsibility for performance management, workforce planning, succession planning, employee development, and overall team effectiveness. • Establish and maintain delivery governance frameworks, monitoring project health, risks, escalations, financial performance, delivery metrics, and operational effectiveness to drive continuous improvement and customer satisfaction. • Partner closely with Sales and Customer Success teams to support pre-sales activities, delivery scoping, implementation planning, customer adoption, renewals, and expansion opportunities. • Serve as the senior escalation point for complex, high-risk, or strategic customer engagements, ensuring timely resolution and successful delivery outcomes. • Collaborate cross-functionally with Product, Technology, Customer Support, and Customer Success teams to enhance the customer experience, influence product direction, and ensure seamless delivery, go-live, and post-implementation support. • Drive strategic initiatives that improve customer satisfaction, operational efficiency, delivery scalability, time-to-value, and adoption of new tools, processes, and methodologies. • Act as a key member of both the Global Delivery Services Leadership Team and UK Leadership Team, contributing to organizational strategy, regional execution, culture, employee engagement, and business growth. • Build and maintain strong relationships with internal and external stakeholders, including executive leadership, customers, and strategic partners, ensuring alignment on business objectives and delivery priorities. • Perform other duties as assigned to support departmental and company objectives.

• Lead the development and implementation of global pricing strategies that support our business goals. • Work closely with Product, Sales, and Finance teams to create effective pricing models for both new and existing products. • Define and refine monetization strategies to drive revenue growth, aligned with our PLG vision and usage-based pricing approaches. • Partner with external pricing consultants to evaluate and improve our pricing structure. • Lead business case creation for new initiatives across multiple product categories, ensuring profitability and growth.

• Build and develop a high-performance implementation team — setting a high bar for delivery quality, accountability, and professional growth across Implementation Managers and Specialists • Lead through presence and example — you understand every process your team runs, from project kickoff to go-live, and can step in to coach or cover when needed • Set clear performance expectations and hold team members accountable to delivery standards, professional conduct, and client outcomes • Conduct structured 1:1s, performance reviews, and coaching conversations that develop your team's capability and career growth over time • Identify skill gaps on the team and proactively address them through coaching, hiring, or process improvement • Hire and onboard implementation talent as Bankjoy's client portfolio grows • Build a team culture of urgency, ownership, and continuous improvement • Stay close to active client implementations — maintaining real-time awareness of project status, risk indicators, and team workload across the full portfolio • Proactively identify blockers — whether client-side, cross-functional, or internal — and drive resolution before they impact timelines • Work directly with Product, Engineering, and Operations to unblock your team on technical issues, integration dependencies, and product gaps • Define, document, and continuously improve Bankjoy's implementation methodology, playbooks, and project templates — grounded in firsthand knowledge of what works in the field • Drive early-stage scope definition and gap analysis discipline to prevent late-stage surprises and go-live delays • Build and maintain reporting that gives leadership visibility into portfolio health, at-risk projects, and team capacity • Serve as Bankjoy's senior point of escalation for implementation issues — engaging directly with client executives and internal leadership when situations require it • Handle escalations with composure, speed, and decisiveness — de-escalating client concerns while driving internal accountability to resolve root causes • Establish clear escalation protocols so your team knows when and how to surface issues, and what to expect when they do • Partner with Sales to ensure smooth contract-to-kickoff handoffs, realistic scoping, and clear client expectations from day one • Work closely with Product and Engineering to surface implementation-blocking issues and feed client learnings back into the product roadmap • Coordinate with Customer Success on post-go-live handoff protocols to protect client relationships and retention • Lead client-facing kickoff meetings, executive business reviews, and escalation calls with confidence and professionalism • Maintain working knowledge of core banking system nuances (Corelation Keystone, Jack Henry Symitar, Fiserv, and others) to ensure implementation plans are technically grounded • Build trusted relationships with client leadership that extend beyond individual projects • Partner with the COO to define the implementation team's organizational structure, headcount plan, and operating model as Bankjoy scales • Contribute to capacity planning, resource allocation, and implementation scoping assumptions in partnership with Sales and Finance • Identify opportunities to templatize and productize recurring implementation work to reduce delivery cost and improve consistency