Summary

Department/Team Purpose:

Technology Operations is responsible for the management, operational and technical support of our corporate and product platforms and infrastructure.  The Technology Operations functions play a critical role guiding and supporting the product and engineering functions to deliver strategic technology initiatives, programs, and large projects across the company. The Technology Operations functions provide major incident management and empower the business and engineering functions with the data and insights they need to make key infrastructure decisions. 

The Technology Operations function is also the entry point for client contact. Providing strategic direction, support, governance and transparency across the Global 24x7x365 Client Operations function.  

Role Purpose:

The Head of Technology Operations UAE is responsible for overseeing all operations and technology functions within the region. They are accountable to the SEO and their functional Group Manager for the effective day-to-day delivery of CSL’s technology-enabled operations, ensuring robust service management, change delivery and operational resilience for CSL’s regulated activities.  

Working closely with the Global CTO, the technology leadership team and senior stakeholders across CSL and the wider Copper group, the Head of Technology Operations UAE translates CSL’s strategy and regulatory obligations into disciplined execution, measurable outcomes and transparent management information for senior governance forums. 

Key Responsibilities: 

Regional Responsibilities:

1. Establish and lead operations management and control execution for CSL’s client operations and services, including custody operational processes (as applicable) and service quality.
2. Maintain a robust and compliant first-line operational control environment across technology-enabled processes, including clear procedures, segregation of duties, maker-checker controls and reconciliations.
3. Ensure operational resilience including incident, problem, change and continuity of coordination (BCP/DR planning and testing coordination).
4. Oversee Technology service delivery to CSL (including oversight of intra-group and third-party services supporting CSL’s technology stack).
5. Oversee outsourcing and vendor for operational and technology services, including performance, SLA governance, incidents and remediation.
6. Manage local change delivery for initiatives impacting CSL (technology, product, process, operating model and organizational changes).
7. Coordinate Internal and External Audit conduct and ensure closure of operational/technology-related findingsCollaborate with legal and compliance teams to maintain operating framework, documentation and records supporting regulatory requirements (policies/procedures, outsourcing registers, incident logs, change records, audit trails). 
8. Support the SEO with committee materials, operational updates and transparent reporting; provide regular MI/KRIs for ExCo and ARCC.
9. Represent the technology and operations function in client and regulatory meetings.

Global Responsibilities:

1. Develop and execute the CSL technology strategy in alignment with local CSL strategy and global corporate objectives 
2. Act as a central point of contact, strategic partner and CTO for the global tech team with the senior leadership in CSL.
3. Contribute to the strategic direction of the global Client Operations team.
4. Support the global Service Management function, acting as a regional escalation point for major issues/incidents. 
5. Mitigate technology risks through proactive planning and contingency measures.
6. Oversee relationships with local vendors, service providers, and technology partners.

Skills and Experience:

Essential 

1. Experience (15 years +) in operational leadership roles with an important technology angle in Financial Services and regulated sectors, preferably within a Fintech and / or digital assets space firm for 3 years + 
2. Proven experience managing regional affiliate operating on a global technology stack. 
3. In-depth knowledge of the UAE market and its regulatory environment. 
4. Proven experience in setting-up and scaling up a first-line operational control environment across technology-enabled processes. 
5. Strong understanding of enterprise IT infrastructure, software development lifecycles, and cloud technologies. Demonstrated capability managing outsourced functions, shared services and third-party providers, including SLA governance and incident management. 
6. Experience coordinating audits and delivering remediation in a disciplined, well-documented manner. 
7. Client facing experience 

Desirable 

1. Knowledge of security best practices and compliance standards.
2. Knowledge of Agile, Product and project management 
3. Strong ITIL background

Skills

• Communications Skills
• Critical Thinking
• Operations
• Risk Analysis
• Team Collaboration