Why is now a good time to join us?
We are in a high-growth, scale-up phase, having significantly expanded our international money transfer offering and operational footprint. Operations sit at the heart of our business, and this role offers a rare opportunity to gain broad exposure across processes, systems, and teams while helping shape how the business scales. You’ll work closely with different teams and be well-positioned for growth as the company continues to expand.
The opportunity
The Operations Manager will manage and contribute to how Future Forex’s operational processes are designed, documented, run and improved, across forex, arbitrage and new investment products. The role sits between the Operations team and the rest of the business. It turns business and product needs into working processes, makes sure teams follow them, and keeps the operational infrastructure scalable, compliant and efficient as the Company grows.
What you’ll do
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Own the design, implementation and upkeep of core operational processes, including but not limited to BOP processing, AIT applications, client onboarding and transaction processing.
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Make sure every process meets banking partner requirements, regulatory obligations and internal standards.
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Map current and target workflows with Operations, Compliance, Technology and Client Management teams before changes are made.
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Draft and maintain SOPs for all core operational processes across business units.
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Keep SOPs accurate to how work is done, with a regular review cycle and clear version control.
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Hold the central library of process documentation so knowledge is not held by individuals.
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Act as operational owner for newly launched products, including investment products distributed through external partners.
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Design the processes needed to distribute and administer each new product.
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Run operational readiness before launch: processes, documentation, systems, training and sign-off.
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Manage the operational relationship with external product partners.
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Monitor adherence to established processes across teams and address gaps.
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Identify operational risks and put controls in place to reduce them.
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Act as an escalation point for operational issues and see them through to resolution.
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Learn how Future Forex’s backend system works and how processes run through it, and propose improvements to the Tech team.
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Gather business requirements for system changes and lead user testing before rollout.
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Own the external platforms our teams use, such as Zoho CRM, Notion and Slack, including building and documenting automations and integrations.
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Use AI tools to increase output and to a higher standard across SOPs, analysis, reporting and documentation.
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Identify where AI and automation can remove manual work, and share useful prompts, templates and skills with the team.
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Check AI output for accuracy and handle client data in line with POPIA and internal policies.
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Train Investment Manager, Account Manager, Operations team and other teams on new and changed processes.
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Build and maintain training materials alongside the SOPs.
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Proactively identify ways to improve efficiency, reduce risk and make operations more scalable.
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Lead process improvement projects from proposal to rollout.
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Track and report on improvement initiatives and operational performance to Operations team management and internal stakeholders.
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Provide hands-on operational support where needed, and perform other duties reasonably required by management within the scope of the role.
What you’ll need
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2–5 years in operations within financial services, forex, payments or investments, including at least 1 year leading projects or outcomes.
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Track record of writing SOPs and delivering process improvements.
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Experience launching or operationalising a new product is an advantage.
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Demonstrable experience using AI tools (such as Claude) in a work setting to improve the speed and quality of their own work or a team’s processes.
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Experience administering, configuring or automating a CRM or business platform; Zoho experience is an advantage.
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Process mapping and clear, structured documentation.
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Translating business needs into technology requirements and running user testing.
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Training and explaining processes to non-operational teams.
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Comfortable with workflow and automation tools (for example Zoho, Notion, Slack & Zapier).
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Confident, everyday use of AI tools such as Claude to work faster and to a higher standard, from drafting and analysis to building templates, simple tools and automations.
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Sound judgement in using AI: knowing when it adds value, checking outputs for accuracy, and protecting sensitive data.
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Quick to learn new systems, including in-house backend platforms, and to understand how data and processes flow through them.
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Hands-on ability to build automations, workflows and integrations in business platforms such as Zoho CRM.
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Takes ownership and works independently in a fully remote team.
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Detail-focused, with sound judgement on risk and compliance.
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Builds good working relationships internally and with external partners.
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Relevant degree or diploma in commerce, finance or business; a regulatory or compliance qualification is an advantage.
What it’s like to work here
- We’re deliverable focused: Working set hours is not important to us. What matters is how quickly we can bring high-quality deliverables to production. If you’re focused and effective, you’ll find yourself well rewarded!
- We reward excellence: We deeply appreciate anyone who relishes making a real impact and is happy to go the extra mile in doing so. We are quick to identify and reward those who overachieve.
- We don’t like micromanaging: Micromanaging is an inefficiency we’d prefer to avoid. We want to integrate with you quickly so you can manage your own time and projects. We love collaboration, so we’re always happy to help one another and will never leave you in the dark.
- We’re all about transparency: We believe transparency is key to our success and have made it the cornerstone of our services. We focus on transparency and open discussion amongst our team to help the best answers and ideas bubble to the surface. This has the added benefit of creating a fun and open workplace where ideas flow.