Client Operations Manager

Department Purpose:

The Client Operations team sits at the heart of Copper, acting as the frontline for client engagement, technical support and operational excellence. The team is a dynamic client focussed group, responsible for ensuring clients receive seamless, high-quality service across all touchpoints. Our team collaborates closely with Product, Engineering, Compliance, and Commercial to resolve queries, deliver insights, and continuously improve the client experience.

Copper’s Client Operations team provides 24/7 support to our global client base, reflecting the continuous nature of the markets and industry we serve. While the team as a whole operates around the clock, your role will follow a Monday–Friday schedule. This structure allows you to contribute to a global, always‑on service model while maintaining a consistent working pattern during the business week

Role Purpose:

As a Client Operations Manager in our you will play a crucial role in ensuring the success and satisfaction of our valued institutional clients and internal stakeholders. You will serve as the first line of defence for technical inquiries, support, troubleshooting issues, providing an exceptional client experience through expert guidance. This role demands strong analytical skills, cross-functional collaboration, and a deep understanding of financial products and systems.

Key Responsibilities:

Trade & Transaction Support
• Facilitate trade lifecycle management including trade capture, validation, and booking (crypto-crypto, fiat-crypto) across asset classes and venues.
• Perform post-trade processing, settlement oversight, and exception management by reconciling failed inbound transfers and ensuring accurate payment allocations.
• Support trading desks with trade booking, 4-eye checks, and L1/L2 support, while collaborating with product and engineering teams to enhance infrastructure and business initiatives.
Financial Control & Analytics
• Conduct variance analysis to identify treasury performance deviations and support treasury operations.
• Perform KPI analysis to monitor and improve operational efficiency across functions.
• Deliver financial insights to support funding oversight and strategic decision-making.
Compliance & Regulatory
• Oversee compliance monitoring across operational workflows to ensure alignment with internal policies and regulatory risk compliance management.
• Implement and maintain AML/KYC procedures and ensure adherence to the Travel Rule for qualifying transactions.
• Coordinate audit preparation, stakeholder engagement, and remediation efforts to uphold governance standards.
Treasury & Liquidity
• Manage liquidity and cash management across trading flows, ensuring timely settlement and optimal funding coverage.
• Monitor collateral positions, perform margin calling, and oversee agency lending/stock loan collateral margin checks.
• Maintain segregated trust wallets to ensure secure custody, transparency, and regulatory compliance.
Technology & Data
• Support trade management platforms by ensuring data accuracy, seamless integration, and operational efficiency.
• Drive workflow automation and process improvement to reduce manual intervention and enhance control environments.
• Perform data analysis and querying to validate trade activity, support reporting, and assist in resolving outages and disruptions.
Client & Stakeholder Interaction
• Manage client lifecycle activities including onboarding, offboarding, and servicing for institutional and retail clients.
• Facilitate client reporting, data requests, and act as the primary escalation point for operational and technical issues.
• Liaise with internal teams to address client feature requests, provide technical support, and ensure high service standards.
Crypto & Digital Asset Operations
• Support blockchain infrastructure, exchange connectivity, and crypto settlement to enable secure and real-time transaction processing
• Oversee digital asset custody, Multi-Party Computation (MPC) protocols, and asset and disaster recovery for shards and wallets
• Manage staking and yield operations, tokenized asset flows, and DeFi integration to optimize treasury management and client offerings.
Collaboration and Strategic Engagement
• Partner with internal stakeholders across departments to ensure timely and effective resolution of client queries, fostering a seamless support experience.
• Work closely with the Product team to share client insights and feedback, helping shape product enhancements and strategic direction.
• Collect and translate client feedback, delivering actionable insights to product development teams to drive continuous improvement and innovation.
• Stay informed on industry trends and market developments, equipping yourself with the knowledge needed to provide expert-level guidance and anticipate client needs.
Leadership and Project Support
• Mentor and guide team members, fostering their development and ensuring the smooth execution of daily operational tasks.
• Support the Head of Client Operations on ad-hoc initiatives, taking the lead on cross-functional projects and coordinating team contributions to ensure successful execution.

Skills & Experience

Experience - 5+ years in client-facing roles within fintech, investment banking, or financial services. Proven track record of resolving complex client queries and delivering high-touch technical support . Experience managing escalations and coordinating with cross-functional teams under pressure . Hands-on experience working with product teams to relay client feedback and influence roadmap decisions . Familiarity with agile environments and product development cycles

Supervision and guidance - Operates independently with minimal supervision. Seeks input only on highly complex or unfamiliar issues. Assigns tasks and coaches others in the team.

Decision-Making - Exercises sound judgment and decision-making within their area of responsibility. Accountable for outcomes that influence team and departmental performance. Influences hiring decisions.

Leadership and Influence - May lead or coach 1–2 employees, helping them develop skills and navigate their roles. Acts as a role model and trusted advisor within the team. Leads by example, fostering a positive team culture. Provides guidance, feedback, and support to direct reports. Will contribute to Performance Reviews and talent planning

Accountability & Ownership - Manages smaller projects and consistently meets objectives. Demonstrates ownership of deliverables and ensures alignment with team goals. Proactively identifies risks and takes steps to mitigate them within scope.

Collaboration & Influence - Works constructively across teams to solve problems and drive outcomes. Builds effective working relationships beyond immediate team. Contributes to a collaborative culture by sharing insights and supporting others.

Resilience & Adaptability - Manages changing priorities while maintaining quality and meeting deadlines. Demonstrates composure under pressure and adapts approach as needed. Responds positively to feedback and adjusts to evolving business needs.

Growth & Development - This level supports the transition from expert contributor to strategic influencer. Senior Associates are encouraged to expand their impact through cross-functional projects, thought leadership, and mentoring. Development at this level may lead to senior specialist or people management roles

Why Copper?

At Copper, we keep innovation, openness, and curiosity at the centre of everything we do. Here, bold ideas get the spotlight, learning is constant, and diversity shapes our team from the ground up.

Jump into a fast-moving, dynamic team that loves a challenge and knows how to have fun along the way. Collaboration is just as important as results—you’ll be surrounded by smart, driven colleagues in London and across our APAC, Switzerland, UAE, and US offices.

Hybrid working model – we believe in the value of bringing people together and at the same time we embrace the adaptability of flexibly working.

Diversity and inclusion matter to us – they’re woven into Copper life. From employee-led groups like Women at Copper to a committee focused on community and wellbeing, you’ll have a network that supports you from day one. Everyone voice matters.

If you’re looking to ramp up your career, or keen to do something new in your field, with us, you’ll keep moving forward.

Ready to make your mark, keep growing, and join a supportive, dynamic team? Copper’s the place.

The interview process at Copper

Our interview process is designed to be thoughtful, efficient, and engaging. While specific steps may vary slightly depending on the role, the typical journey includes:

1. Initial Screening A brief conversation with our Talent Acquisition team to explore your background, motivations, and alignment with the role.
2. Technical Interview A virtual session conducted via Microsoft Teams, where you'll engage with team members to discuss relevant skills, problem-solving approaches, and technical experience.
3. In-Person Interview A conversation focused on team dynamics, collaboration style, and any final technical questions. This may be with cross-functional peers or leadership.

Additional steps may be added based on the role's complexity or seniority. We aim to keep the process transparent and respectful of your time.

Base Salary range - $100,000- $120,000

Benefits

In return for everything you can bring to Copper, we can offer you an exciting, challenging role in a fast-growing and dynamic business, with career opportunities and welcoming working environment. Some of our key US benefits are highlighted below:

1. Paid Time Off - 25days annual leave per annum in addition to local bank holidays. Employees also receive one additional day of annual leave for each year of service.
2. Comprehensive health cover - medical, optical and dental benefits.
3. Life Insurance
4. Commuter Benefit Programme

If you think you have everything we're looking for and more, then we'd love you to apply for the opportunity.