VP - Client Operations

The Client Operations team provides 24/7 support for our full contingent of global clients. As such, the team works on a shift pattern where you will be required to work 5 out of 7 days in a rotation (including weekends). Copper operates a 24/7 model to reflect the continuous nature of the markets and industry we serve. This approach not only ensures exceptional client service but also supports the operational demands of a global, always-on financial ecosystem. 

Role Purpose

As a VP in our Client Operations team, you will act as a strategic leader in safeguarding client satisfaction and operational excellence across Copper’s institutional client base. You’ll serve as a key escalation point and operational authority—resolving complex inquiries, guiding technical issue resolution, and ensuring a consistently high standard of client service delivery. Your expertise will shape both frontline engagement and systemic improvements to the client experience

Key Responsibilities of the role

1. Own BAU oversight for regional middle office operations, including supervision of 1st line risk and daily post-trade workflows
2. Oversee all middle office operations, ensuring seamless client experience across Copper’s platforms
3. Support the launch, improvement, and scaling of Copper products, tools, and operational infrastructure
4. Partner closely with Compliance, Risk, Finance, Product, Engineering, and Service Delivery teams to ensure seamless delivery
5. Act as senior point of contact for escalation management.
6. Monitor operational business partners in line with intercompany agreements, SLAs, and performance KPIs
7. Drive continuous efficiency improvements, using data to optimize workflows and mitigate operational risk
8. Build and mentor a team of AVPs and Associates, fostering a culture of accountability and excellence
9. Deliver strategic projects from ideation to completion, aligning cross-functional stakeholders and timelines
10. Cultivate and leverage an established internal network to drive collaboration and innovation across functions

Your experience, skills and knowledge

Essential  

1. Deep knowledge of operational standards, middle office controls, and crypto infrastructure workflows
2. Expert understanding of cryptocurrency technology, blockchain, and digital assets.
3. Demonstrated ability to own strategic initiatives through to completion in complex and evolving environments
4. Able to navigate uncertainty and adapt quickly to changing circumstances while remaining focused and clear-headed
5. Hands-on faamiliarity with Copper’s product suite or comparable digital custody platforms
6. Proven track record of leading operational teams and building trusted stakeholder relationships
7. Autonomous operator and inclusive team leader, capable of driving regional initiatives independently while fostering collaboration, transparency, and resilience across globally distributed teams.