Head of Professional Services

What is the role about?

We are looking for a strategic, collaborative Head of Professional Services to manage the operations for our professional clients; market makers, professional traders, institutional clients, and partners. You will oversee their onboarding, account management and support ensuring exceptional service and client satisfaction. You will also be responsible for monitoring the health of our exchange and taking proactive actions in collaboration with our liquidity partners to ensure liquidity and maintain exchange stability for all listings on the Bitvavo Exchange.

Your role will be vital in driving operational excellence and maintaining the highest standards of service in collaboration with key departments such as Product, Business Development, Marketing, and Compliance.

How will you make an impact?

• Execute and develop the operational strategy for both current and future professional services, including onboarding, support, account management, exchange monitoring and liquidity operations for current and future listings
• Ownership of the full onboarding process for professional clients, ensuring a seamless and efficient experience.
• Setup account management, delivering personalized services that meet every partners unique needs to create and build a win-win partnership
• Oversee the support function to resolve complex issues promptly and maintain high satisfaction.
• Be responsible for 24/7 monitoring of exchange operations, ensuring operational integrity and minimizing liquidity risks.
• Work closely with Business Development and Marketing to align operational strategies with client acquisition and engagement efforts.
• Ensure full compliance with regulatory requirements by collaborating with the Compliance and Risk team on KYC/AML processes, reporting and (risk) monitoring.

How will you be successful?

• Proven experience in managing operations for professional clients.
• Self starter with a can-do attitude, making the impossible possible.
• Deep understanding of onboarding, account management, support, (crypto) trading and exchange monitoring processes.
• Strong track record and ability to collaborate with cross-functional teams, especially Business Development, Marketing, and Compliance.
• Experience in leading teams to achieve operational goals and drive continuous improvements.
• Familiarity with relevant regulations affecting professional clients and crypto trading or exchange operations (MICA, DORA, DAC8, KYC, AML).
• Background in financial markets or (crypto) trading operations.
• Leadership capabilities with a focus on client service operations and operational excellence.

If you are an experienced leader with a passion for building strong teams, structuring efficient processes, and delivering exceptional services to professional clients, we would love to hear from you.