VP of Global Operational Excellence

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 Clearing, settlement, and treasury operations KYC / AML compliance operations Managing global payment and fiat currency channels Operations for merchants and institutional clients Building a global operational middle-office infrastructure Candidates must possess strong strategic operational capabilities, cross-regional organizational management skills, exceptional process optimization expertise, and a deep understanding of the highly complex, high-risk, and heavily regulated environment of the cryptocurrency industry. Fundamentally, this role is about: Leveraging operational excellence to drive scalable business growth and global competitiveness. III.

Key Responsibilities

• Global Operations Framework Development

Key Duties: 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. Promote 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 Duties: 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 Merchant Settlement Automation 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 & Digital Operations

Key Duties: Enhance Autonomous operations capabilities. Automation coverage. Real-time monitoring capabilities. Decision-making efficiency.

• Global Customer Experience Management

Key Duties: Establish a world-class customer service system: VIP Customer Service System Institutional Customer Service System Merchant Support System 24/7 Global Customer Service System Multi-lingual Customer Support System Complaint Management Mechanism 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 Duties: Manage global teams Regional Operations Heads Customer Operations Treasury Operations Payment Operations Risk Operations Compliance Operations Process Excellence Team Automation Team Operations PMO Core Responsibilities Build a global talent pipeline. Foster a high-performance culture. KPI Management / OKR Management Organizational Upgrading High-Potential Talent Development Management Leadership Development IV.

Qualifications

Educational Background Required Work Experience Required 20+ years of operational management experience within large-scale enterprises 15+ years of experience in senior management roles Preferred Professional Competencies Required Competencies

• Operational Excellence

Experience in building large-scale global operational systems Experience in Operational Excellence methodologies Process Re-engineering capabilities Practical experience with Lean / Six Sigma Cost Optimization capabilities

• Industry Understanding

Deep understanding of: Exchange Operations Wallet & Custody Stablecoin Operations Treasury Management Cross-border Payments Settlement Networks Institutional Crypto Merchant Services Global Payment Rails

• Data-Driven Capabilities

KPI Syst Apply tot his job Apply To this Job