Senior Manager - Platform (StableCoin)

Job Purpose

DP World is hiring a Senior Manager - Platform for its stablecoin-enabled payments solution, developed in collaboration with licensed third-party financial and technology partners to enable accessible, instant, and transparent cross-border payments.

The solution forms part of DP World's broader vision to modernise global trade settlements by leveraging blockchain technology to reduce transaction costs, improve transparency, and enhance financial inclusion across emerging markets.

As a Senior Manager - Platform, you will be responsible for overseeing the operational performance, integrity, and efficiency of the platform, ensuring seamless payment processing, reconciliation, and transaction management. You will monitor key metrics such as transaction turnaround times, failure rates, and platform uptime, proactively identifying & resolving bottlenecks or service degradation and oversee customer servicing.

The role will require you to lead end-to-end reconciliation processes, investigate and resolve platform discrepancies, and ensure routing integrity for payment instructions while monitoring the liquidity pools across financial service partners to facilitate timely cross-border settlements. You will collaborate with internal teams, external partners, and vendors to address operational challenges, technical outages, and compliance issues, driving continuous improvement in platform performance and risk controls.

Additionally, you will assess vendor and partner performance against service-level agreements, present platform-level statistics to management, oversee the activities of Operations Analysts in resolving escalated customer issues and oversee activities of Customer Support Representatives. By ensuring operational excellence, maintaining financial integrity, and fostering collaboration across teams, you will play a critical role in delivering a reliable and efficient platform experience for customers.

Key Accountabilities

• Monitor operational performance by tracking key metrics such as transaction turnaround times, failure rates, error volumes, and platform uptime using dashboards and logs to proactively identify bottlenecks or service degradation.

• Investigate and resolve platform discrepancies, exceptions, and inconsistencies in transaction records, balances, or settlement processes by analysing automated system alerts and collaborating with internal teams and external partners to determine root causes.

• Lead end-to-end reconciliation processes, regularly reconciling internal ledgers with financial service providers using spreadsheets and other tools, identifying mismatches, and closing gaps impacting financial integrity.

• Oversee routing integrity by ensuring payment instructions are correctly directed to intended endpoints like banks, financial service providers and on/off ramps, and monitor the platform's float levels (wallets and accounts balances) to facilitate timely settlements, as required.

• Conduct regular meetings with vendors and partners to discuss platform performance, address operational challenges, technical outages, transaction delays, and compliance issues affecting payment processing.

• Collaborate with Compliance and Risk managers to review, evaluate, and continuously improve platform-wide risk controls such as fraud detection tools, transaction limits, and anomaly detection logic.

• Assess vendor performance via service-level agreements (SLAs), monitoring transaction processing times, accuracy, and issue resolution metrics. Use performance data from logs and reports to drive accountability and improvements.

• Present platform level statistics across key metrics such as turnaround times, summary of reconciliation activities with partners, etc. on a periodic basis to the management.

• Lead the designing, refining and monitoring of SOPs across Customer Support Representatives and Operations Analysts across regions.

• Oversee activities of the Operations Analysts pertaining to resolving complex customer issues escalated by Tier 1 outsourced support teams (at financial service provider's end), incomplete customer onboarding, functional/compliance errors, documentation delays and key periodic account updates.

• Oversee activities of Operations Analysts pertaining to resolving customer servicing issues ensuring adherence to SOPs and delivery on key customer servicing KPIs.

• Daily reporting from Operations Analysts on key operational metrics (Number of queries processed for customer documentation, time taken to resolve queries, documents shared with Financial Service Providers, tickets closed/in-progress/escalated) and periodic cadences on process updates (if any).

• Example KPIs for the role can include:

  • Platform Uptime (Percentage of time the platform is available and fully operational without unplanned downtime during a given period)

  • Transaction Turnaround Time (Average time taken to process a transaction end-to-end from initiation to completion)

    • Transaction Failure Rate (Percentage of transactions that fail to complete successfully due to system, vendor, or operational errors)

    • Error Volume (Number of system or operational errors logged within a specified period, categorised by severity where possible)

    • Resolution Time for Discrepancies (Average time taken to identify, investigate, and resolve transaction or reconciliation discrepancies)

    • Reconciliation Accuracy and Timeliness (Percentage of reconciliations completed without errors across accounts, partners, vendors and in a due time)

    • Routing Accuracy (Percentage of transactions routed correctly to the intended vendor, partner, or bank without manual intervention)

    • Float Level Monitoring (Frequency and accuracy of monitoring platform float levels to ensure sufficient liquidity and minimise idle balances)

    • Vendor SLA Compliance (Percentage of vendor services delivered in line with agreed Service Level Agreements, e.g., uptime, processing time)

    • Risk Control Incident Rate (Number of incidents where platform risk controls failed or were bypassed, tracked by severity)

    • Periodic Reporting Timeliness (Percentage of operational and performance reports delivered within agreed timelines to stakeholders)

    • Customer Issue Resolution Rate (Percentage of platform-related customer issues resolved successfully within the defined SLA)

    • Operational Metrics Timeliness (Percentage of key operational metrics and dashboards updated and shared within the scheduled timelines)

    • Act as an ambassador for DP World when working; promoting and demonstrating positive behaviors in harmony with DP World's Founder's Principles, values and culture; understanding and following DP World's Code of Conduct and Ethics policies.

    • Perform other related duties as assigned.

Qualifications, Experience and Skills

• Bachelor's degree minimum (business, finance, technology preferred); advanced degree (MBA/Master's) advantageous with prior experience of 8-10+ years in cross border payments, digital solutions, blockchain, supervising transaction workflows being a must have for the role.

• Knowledge of stablecoin ecosystems (e.g., USDC, USDT), smart contracts, APIs, and digital ledger technology.

• Familiarity with reconciliation processes, spreadsheets, transaction monitoring tools, and risk/fraud controls.

• Experience managing service-level agreements (SLAs) and driving vendor accountability and escalation processes.

• Adept at managing overall platform operations and personnel engaged in operational processing of customer details in a timely manner.

• Strong skills in investigating transaction anomalies, executing root-cause analyses, and designing process improvements.

• Exceptional verbal, written, social and interpersonal skills, as well as expertise in building long-term strategic relationships.

• Ability to thrive in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details.