Job Description
The Vice President of Global Operational Excellence is responsible for establishing and continuously optimizing the company's global operational framework, driving standardization, automation, digitalization, and scalability across operations to enhance organizational efficiency, customer experience, compliance capabilities, and profitability. This role focuses on Enhancing operational efficiency across global trading platforms Optimizing customer service systems Managing KYC/AML compliance operations Overseeing operations for merchants and institutional clients Building a global operational middle-office infrastructure Developing automated and intelligent operational systems Candidates must possess strong strategic operational capabilities, cross-regional organizational management skills, exceptional process optimization expertise, and a deep understanding of the cryptocurrency industry's highly complex, high-risk, and heavily regulated environment. Fundamentally, this role is about: Leveraging operational capabilities to drive corporate-scale growth and global competitiveness. III. Key Responsibilities Global Operations Framework Development Key Responsibilities: Establish a unified global operations management framework. Define global operational standards (SOPs, SLAs, KPIs). Drive the standardization and institutionalization of operational processes. Establish global operations governance mechanisms. Build an operational risk control system. Foster collaboration mechanisms between regional operations and headquarters. Optimize the operational organizational structure and functional division of labor. Enhance organizational efficiency and operational capacity. Operational Excellence & Process Optimization Key Responsibilities: Lead enterprise-wide operational optimization projects: Customer Service System Upgrades Ticketing System Optimization Deposit & Withdrawal Process Redesign Clearing & Settlement System Optimization KYC / KYB Process Optimization AML Monitoring Process Optimization Global Payment Routing Optimization Global Fund Transfer Mechanism Optimization User Lifecycle Operations Optimization Core Objectives Reduce operational costs. Improve efficiency. Enhance customer satisfaction (CX). Strengthen risk control capabilities. Increase profitability. Automation & Intelligent Operations (Digital Ops) Key Responsibilities: Drive the implementation of RPA Automation Initiatives AI-driven Intelligent Customer Service Systems Intelligent Risk Control Systems Intelligent Ticket Routing Systems Intelligent Clearing & Settlement Engines Automated Reconciliation Systems Intelligent KYC Review Systems Data-driven Operations Platforms Enhance Unmanned Operations Capabilities Automation Coverage Real-time Monitoring Capabilities Decision-making Efficiency Global Customer Experience Management Key Responsibilities: Establish a world-class customer service system: VIP Customer Service Institutional Client Service Merchant Support Services 24/7 Global Customer Service Multi-lingual Customer Support Complaint Management Mechanisms Customer Satisfaction Management (CSAT / NPS) User Retention & Engagement Enhancement Mechanisms Objectives Increase customer retention. Reduce churn rate. Improve NPS. Enhance brand trust. Global Team Management (People Leadership) Key Responsibilities: Manage global teams Regional Operations Heads Customer Operations Treasury Operations Payment Operations Risk Operations Compliance Operations Process Excellence Team Automation Team General Operations PMO Core Responsibilities: Global Talent Pipeline Development High-Performance Culture Building KPI / OKR Management Organizational Enhancement High-Potential Talent Development Management Leadership Development IV. Qualifications Work Experience Required: 20+ years of operational management experience within large-scale enterprises 15+ years of experience in senior management roles Professional Competencies Required Capabilities: 1. Operational Excellence Experience in building large-scale global operational systems Experience in Operational Excellence methodologies Process Re-engin