Foreign Exchange Operations Manager

Responsibilities

• Leadership and oversight of the Escalations Pod, including escalations, multi-currency loans, and investigations workflows within FX Operations.
• Establishes strategic plans supporting corporate goals and objectives, developing and optimizing the Escalations Pod operating model.
• Implements new policies and procedures to enhance efficiency, strengthen controls, and ensure compliance with corporate and regulatory requirements, particularly in escalation and investigation processes.
• Acts as a liaison with front office, middle office, and key partners (Risk, Compliance, Treasury, Technology) to facilitate timely escalation resolution and ensure alignment on issue management.
• Manages day-to-day responsibilities for a team of direct reports within the Escalations Pod, including analysts responsible for: Escalations management, Multi-Currency Loans-related operational support, Investigations and research activities.
• Oversees and drives resolution of escalations and exceptions, including: Payment issues and non-receipts, Multi-Currency Loan-related operational inquiries and discrepancies, Reconciliation breaks and account imbalances, Trade-related exceptions and settlement concerns, Internal and external client escalations.
• Ensures all escalated items are resolved in a timely, accurate, and well-documented manner, maintaining strong audit trails and adherence to control standards.
• Establishes clear ownership, prioritization, and workflow management within the pod to ensure effective handling of high-risk and time-sensitive issues.
• Identifies trends and root causes across Escalations, Multi-Currency Loans, and Investigations activities and drives process improvements and control enhancements to reduce recurring issues.
• Prepares, monitors, controls, and reports on the area's performance to senior management.
• Establishes quality of service levels for the area, ensuring responsiveness, accuracy, and consistency across all escalation-related activities.

Requirements

• Bachelor’s Degree
• 5 years of leadership experience
• 5 or more years of Foreign Exchange experience
• Leadership experience within FX operations, particularly in escalations, investigations, or exception management
• Proven leadership skills
• Ability to manage within a fast-paced, high-volume environment with competing priorities
• Experience with Wall Street Systems and/or MTS
• Experience managing operational workflows aligned to a pod-based structure

Qualifications

• Exempt Status: Yes
• Workplace Type: Office