Operations Associate, itBit Singapore

ABOUT ITBIT 

itBit is a global exchange and custodian offering institutional and retail investors a regulated platform to buy, sell and hold crypto assets. itBit was founded in Singapore in 2012. Since then, its U.S. affiliate obtained a New York State trust company charter and became the first regulated Bitcoin exchange in the U.S. itBit is focused on meeting the sophisticated needs of institutions, active traders and other bitcoin trading professionals. In addition to New York headquarters, itBit has an office in Singapore

We are looking for an Operations Associate to manage day-to-day operations for our itBit business. This role will be key in cost reduction and revenue increase by spearheading process improvement and market initiatives.

We hold ourselves to a very high hiring bar. To achieve this, we think of roles first and foremost as outcomes to be achieved, not simply a description of responsibilities. We have developed what we call a ‘Success Profile’ for this role, which has two sections:

Outcomes: Meaningful and measurable work products that have a significant impact on the team and business over a defined timeframe
How to Achieve Outcomes: We have a strong point of view on how this role will succeed in achieving outcomes at itBit. So, we have taken the Operating System of itBit - our values - and made it relevant to this role.

OUTCOMES
  • Execute all workflows to enable customer deposits and withdrawals of fiat and bitcoin in a controlled environment to reduce risk.  Success is measured by favorable feedback from quality assurance, audits and regulatory examinations
  • Actively engage with users and provide scaled support to resolve their issues, identify user trends, and work with cross-functional partners to resolve issues using technology and automation.  Success is measured by high customer satisfaction metrics and the consistent protection of our client assets
  • Actively partner with Product, Engineering teams and other cross-functional partners to solve problems at scale and to improve the customer experience that optimizes for speed and accuracy.  Success is measured by effectively executing and transitioning shared responsibilities to drive business goals 24/5

HOW TO ACHIEVE THE OUTCOMES
Technical Acumen Required:
  • Experience and comfort using Excel/Google Sheets
  • Excellent verbal and written communication skills
  • Passion for customer service and technology
  • Detail oriented and highly organized
  • Strong problem solving skills - finding solutions to complex issues
  • Highly adaptable - able to thrive in ambiguous or uncertain environments

Shared Commitment to Excellence: 
  • Process all transactions with 100% accuracy and integrity
  • Answer every email from customers in a helpful way within 24 hours
  • Pick up every phone call during business hours without letting it go to voicemail
  • Support the wider Exchange team in all functions across Operations and Compliance
  • Escalate issues when they arise to the right person

Search for the truth:
  • Drive process improvements  
  • Understand when they are required and when they won’t work
  • For all operational mistakes:
  • Admit them and escalate to appropriate superior
  • Diagnose what went wrong
  • Share experience and implement process to prevent it going wrong again

Real Time Candor: 
  • Be an honest voice in the company
  • Make discussions issue-based and productive
  • Show respect for colleagues by providing positive and constructive feedback in real time directly to colleagues

Be an Owner: 
  • Be outcome focused
  • Find solutions to issues and eliminate obstacles in the way to resolving
  • Utilize available resources
  • Involve cross-functional teams to make a better informed decision that allows you to move fast
  • Anticipate change and be flexible within a dynamic environment

Desired Experience:
  • 2+ years of relevant business experience is preferred (back/middle office operations, investment banking, consulting, etc.
  • A strong performer with experience building, redefining and improving business operations processes
  • Previous experience working with an early-stage company / have tangible experience building something from the ground up
  • Bachelor’s degree along with outstanding academic achievement

ITBIT IS AN EQUAL OPPORTUNITY EMPLOYER. IT DOES NOT DISCRIMINATE ON THE BASIS OF SEX, AGE, COLOR, RACE RELIGION, MARITAL STATUS, NATIONAL ORIGIN, ANCESTRY, SEXUAL ORIENTATION, PHYSICAL AND MENTAL DISABILITY, MEDICAL CONDITION, GENETIC INFORMATION, VETERAN STATUS OR ANY OTHER BASIS PROTECTED BY FEDERAL, STATE OR LOCAL LAW.

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