Summary
Capital.com is hiring a Senior Operations Manager to lead AI and automation across Operations, including Customer Support and FinCrime. The role owns the automation roadmap, identifies and prioritises opportunities, redesigns processes, and builds, tests and rolls out automations with operational teams, Product and Engineering. It also covers controls, human review, exception handling, adoption and ongoing measurement of quality and benefits. The position is based in Dubai; candidates should have at least five years of relevant experience and experience launching automation in live operations.
The posting
As published on capital.com. Pulled from the employer's site and shown as they wrote it.
We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.
We are looking for a Senior Operations Manager - AI Automation to lead how Capital.com uses AI and automation across Operations, including Customer Support and FinCrime.
You will own the automation roadmap. That means deciding what to automate, sizing and ranking each opportunity, and then building, testing and rolling out the automations with the teams who use them. You’ll redesign processes so that AI handles what it does well, fixed rules cover what needs to be predictable, and people keep the decisions that need judgement. You’ll work closely with operational managers, control owners, Product and Engineering, and lead a team of one to two people.
Requirements:
- Own the automation roadmap and increase the share of automated tasks across Operations.
- Find opportunities by analysing where time is lost, errors occur or work is repeated. Prioritise those with a clear baseline and measurable value.
- Redesign processes with their users and control owners. Agree where AI adds value, where fixed rules work better and where a human must decide.
- Build prototypes and working automations, and work with Product and Engineering on integrations and production support.
- Test against real conditions (incomplete inputs, unexpected outputs, failed dependencies). Agree data, permissions and controls before launch, with human review and a manual fallback.
- Lead rollout with operational managers and support colleagues through adoption.
- Track quality, usage and benefits against baseline, including review and support costs. Fix failures, and document ownership, monitoring and recovery after launch.
Requirements:
- 5+ years in operations, process excellence, automation or a similar field.
- Hands-on experience building and launching AI and automation in live operations, with measurable results.
- Ability to size opportunities and turn them into a prioritised roadmap.
- Experience redesigning processes with operational teams and control owners in a regulated or control-heavy environment.
- Experience testing AI workflows and designing human review and exception handling.
- Experience working with Product and Engineering, and managing direct reports.
Nice to have:
- Financial services, fintech, brokerage or payments background.
- Automation in Customer Support, KYC or FinCrime/AML.
- Hands-on use of LLM APIs, workflow tools such as n8n, and Python or SQL.