Chief Operations Officer

Job Title: Chief Operating Officer (COO)

Department: Executive Management

Reports to: Chief Executive Officer (CEO)

Location: Cape Town

Type: Full-Time | On-Site

Company Overview:

Multinational trading Platform Broker is a globally recognised online trading broker, specializing in Forex (FX), CFDs,

commodities, indices, and cryptocurrencies. With a strong presence in multiple jurisdictions, including the South African market, Multinational trading Platform Broker is committed to transparency, innovation, and exceptional client service.

Position Summary:

Multinational trading Platform Broker is seeking an experienced and regulatory-compliant Chief Operating Officer (COO) to oversee the daily operations of the South African entity, ensuring optimal performance, compliance, and client service. The COO will play a pivotal role in strategic execution, operational excellence, and regulatory alignment. The Customer Service team will report directly into this role.

Key Responsibilities:

Operational Leadership

• Oversee all operational functions within the business to ensure efficiency, scalability, and profitability.

• Develop and implement operational strategies that align with overall business objectives.

• Manage relationships with liquidity providers, PSPs, technology vendors, and other key partners.

• Ensure seamless integration of operational systems and trading platforms (e.g., MT4/MT5, CRM tools).

Customer Experience & Support

• Provide leadership and direction to the Customer Service team to ensure exceptional client experience across all touchpoints.

• Drive customer satisfaction KPIs, client retention, and feedback loops.

• Develop and maintain SOPs for client onboarding, support queries, issue escalation, and complaint resolution.

• Promote a client-centric culture across the operational teams.

Regulatory & Compliance Oversight

• Ensure all operations comply with FSCA regulations and internal compliance standards.

• Serve as the operational liaison for internal and external audits.

• Maintain and monitor operational risk frameworks.

• Ensure ongoing compliance with FAIS requirements, including fit-and-proper status.

Strategic Input & Execution

• Collaborate with the CEO and executive team on long-term strategic planning.

• Lead the implementation of initiatives to enhance revenue, reduce costs, and improve service delivery.

• Monitor key metrics and report on performance to the board and regulators, as needed.

Required Qualifications & Experience: Education & Certifications

• RE1 and RE5 certification (RE1 is mandatory for key individuals; RE5 for representatives).

• Relevant tertiary qualification in Finance, Business Administration, Economics, or a related field.

• FAIS-compliant and meet fit-and-proper requirements.

Experience

• Minimum 5-8 years of operational leadership experience within the Forex or broader Financial Services sector.

• Strong understanding of FX trading platforms, market structure, regulatory frameworks, and operational risk.

• Demonstrated experience managing high-performing teams, including client-facing functions.

Key Skills & Competencies:

• Strong leadership, strategic thinking, and operational execution skills.

• Deep understanding of FX trading lifecycle and associated compliance requirements.

• Excellent interpersonal, communication, and negotiation skills.

• Data-driven approach with a focus on KPIs and continuous improvement.

• Ability to work in a high-paced, regulated, and technology-driven environment.

Preferred:

• Experience working within a Category I or II FSP regulated by the FSCA.

• Previous Key Individual (KI) experience will be a strong advantage.

• Familiarity with CRM systems, digital onboarding, and trading platforms like MT4/MT5.

Remuneration:

Market-related, commensurate with experience and qualifications. Includes

• performance incentives.

Buhlebethu Mtsweni - Managing Director