Client Operations Manager

Copper.co • New York, NY

8d • $100,000 - $120,000

About The Position

As a Client Operations Manager in our you will play a crucial role in ensuring the success and satisfaction of our valued institutional clients and internal stakeholders. You will serve as the first line of defence for technical inquiries, support, troubleshooting issues, providing an exceptional client experience through expert guidance. This role demands strong analytical skills, cross-functional collaboration, and a deep understanding of financial products and systems.

Requirements

• Experience - 5+ years in client-facing roles within fintech, investment banking, or financial services.
• Proven track record of resolving complex client queries and delivering high-touch technical support .
• Experience managing escalations and coordinating with cross-functional teams under pressure .
• Hands-on experience working with product teams to relay client feedback and influence roadmap decisions .
• Familiarity with agile environments and product development cycles
• Operates independently with minimal supervision.
• Seeks input only on highly complex or unfamiliar issues.
• Assigns tasks and coaches others in the team.
• Exercises sound judgment and decision-making within their area of responsibility.
• Accountable for outcomes that influence team and departmental performance.
• Influences hiring decisions.
• May lead or coach 1–2 employees, helping them develop skills and navigate their roles.
• Acts as a role model and trusted advisor within the team.
• Leads by example, fostering a positive team culture.
• Provides guidance, feedback, and support to direct reports.
• Will contribute to Performance Reviews and talent planning
• Manages smaller projects and consistently meets objectives.
• Demonstrates ownership of deliverables and ensures alignment with team goals.
• Proactively identifies risks and takes steps to mitigate them within scope.
• Works constructively across teams to solve problems and drive outcomes.
• Builds effective working relationships beyond immediate team.
• Contributes to a collaborative culture by sharing insights and supporting others.
• Manages changing priorities while maintaining quality and meeting deadlines.
• Demonstrates composure under pressure and adapts approach as needed.
• Responds positively to feedback and adjusts to evolving business needs.

Responsibilities

• Facilitate trade lifecycle management including trade capture, validation, and booking (crypto-crypto, fiat-crypto) across asset classes and venues.
• Perform post-trade processing, settlement oversight, and exception management by reconciling failed inbound transfers and ensuring accurate payment allocations.
• Support trading desks with trade booking, 4-eye checks, and L1/L2 support, while collaborating with product and engineering teams to enhance infrastructure and business initiatives.
• Conduct variance analysis to identify treasury performance deviations and support treasury operations.
• Perform KPI analysis to monitor and improve operational efficiency across functions.
• Deliver financial insights to support funding oversight and strategic decision-making.
• Oversee compliance monitoring across operational workflows to ensure alignment with internal policies and regulatory risk compliance management.
• Implement and maintain AML/KYC procedures and ensure adherence to the Travel Rule for qualifying transactions.
• Coordinate audit preparation, stakeholder engagement, and remediation efforts to uphold governance standards.
• Manage liquidity and cash management across trading flows, ensuring timely settlement and optimal funding coverage.
• Monitor collateral positions, perform margin calling, and oversee agency lending/stock loan collateral margin checks.
• Maintain segregated trust wallets to ensure secure custody, transparency, and regulatory compliance.
• Support trade management platforms by ensuring data accuracy, seamless integration, and operational efficiency.
• Drive workflow automation and process improvement to reduce manual intervention and enhance control environments.
• Perform data analysis and querying to validate trade activity, support reporting, and assist in resolving outages and disruptions.
• Manage client lifecycle activities including onboarding, offboarding, and servicing for institutional and retail clients.
• Facilitate client reporting, data requests, and act as the primary escalation point for operational and technical issues.
• Liaise with internal teams to address client feature requests, provide technical support, and ensure high service standards.
• Support blockchain infrastructure, exchange connectivity, and crypto settlement to enable secure and real-time transaction processing
• Oversee digital asset custody, Multi-Party Computation (MPC) protocols, and asset and disaster recovery for shards and wallets
• Manage staking and yield operations, tokenized asset flows, and DeFi integration to optimize treasury management and client offerings.
• Partner with internal stakeholders across departments to ensure timely and effective resolution of client queries, fostering a seamless support experience.
• Work closely with the Product team to share client insights and feedback, helping shape product enhancements and strategic direction.
• Collect and translate client feedback, delivering actionable insights to product development teams to drive continuous improvement and innovation.
• Stay informed on industry trends and market developments, equipping yourself with the knowledge needed to provide expert-level guidance and anticipate client needs.
• Mentor and guide team members, fostering their development and ensuring the smooth execution of daily operational tasks.
• Support the Head of Client Operations on ad-hoc initiatives, taking the lead on cross-functional projects and coordinating team contributions to ensure successful execution.

Benefits

• Paid Time Off - 25days annual leave per annum in addition to local bank holidays. Employees also receive one additional day of annual leave for each year of service.
• Comprehensive health cover - medical, optical and dental benefits.
• Life Insurance
• Commuter Benefit Programme

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees