Senior Operations Analyst

Role purpose

The Operations \& Customer Support Analyst will be employed by Ouxin Advisory Limited and will

support the delivery of operational and customer\-support services to Ouxin and its clients. The role

combines hands\-on operational processing with responsive customer support and is expected to follow

applicable procedures and controls, maintain complete records, identify control exceptions and escalate

issues promptly.

Depending on business requirements, the Analyst may support clients operating in regulated financial

services or digital assets and will work within the relevant approved authority limits and oversight

arrangements. The Analyst will help customers navigate digital platforms while protecting client assets,

personal data and service quality. The role does not provide investment advice and does not own

second\-line Compliance, Risk, MLRO or Data Protection decisions.

Key responsibilities

1\. Customer onboarding and account support

• Support prospective and existing retail and small institutional customers through digital

onboarding and account maintenance processes.

• Check that required customer information and documentation has been submitted and route

verification failures, sanctions/PEP alerts, unusual circumstances or higher\-risk cases to

Compliance in accordance with approved procedures.

• Respond to account\-access, verification, platform\-use and general service queries through

email, in\-app tickets and other approved channels.OUXIN ADVISORY LIMITED \| JOB DESCRIPTION

• Provide clear, factual guidance on applicable services, fees, risk disclosures and processes

without giving investment advice, personal recommendations or assurances about crypto\-asset

performance.

• Maintain accurate case notes, customer communications and evidence of actions taken in

approved systems.

2\. Transaction and custody operations

• Monitor the operational status of customer deposits, withdrawals, exchanges and crypto\-asset

transfers, and investigate routine processing exceptions.

• Validate customer transfer instructions against procedural requirements, including available

balances, required beneficiary information, account limits, security controls and system\-

generated status checks.

• Support the controlled processing of incoming deposits and outgoing withdrawals, including

confirmation monitoring and accurate posting to customer records.

• Support daily reconciliation of customer balances and transactions across the internal ledger,

bank/payment partner records, custody wallet records and relevant blockchain data; document

breaks and escalate unresolved differences promptly.

• Assist with operational maker\-checker controls and approval workflows while respecting

segregation of duties and individual access permissions.

• Maintain complete audit trails for client instructions, transaction status changes, manual

interventions, reconciliations and exception resolution.

• Immediately escalate suspected safeguarding issues, incorrect allocations, unexplained

reconciliation breaks, delayed transactions, fraud indicators, cybersecurity concerns or potential

loss of client assets.

3\. Customer service and complaints

• Deliver timely, accurate and professional customer support in line with service standards and

the obligation to act honestly, fairly and in customers’ best interests.

• Identify expressions of dissatisfaction and ensure they are recorded and handled as complaints

where applicable, rather than treating them only as ordinary support tickets.

• Acknowledge, log, categorise and route complaints in accordance with the Complaints Handling

Policy; support investigations by gathering relevant records and communications.

• Escalate complaints involving potential regulatory breaches, safeguarding, fraud, vulnerable

customers, repeated service failures or material financial impact to the appropriate manager

and Compliance.

• Track open cases and customer commitments through to closure, and communicate approved

status updates without prejudicing an investigation or complaint outcome.

• Identify recurring customer issues and provide structured feedback to Operations, Product,

Technology, Compliance and Risk.

Ouxin Advisory Limited \| 2OUXIN ADVISORY LIMITED \| JOB DESCRIPTION

4\. Financial crime, fraud and regulatory controls

• Apply first\-line AML/CFT, fraud prevention, sanctions, Travel Rule and transaction\-control

procedures relevant to onboarding and customer transactions.

• Remain alert to unusual customer behaviour, transaction patterns, wallet activity, potential

account takeover and other red flags, and make prompt internal escalations to the MLRO or

Compliance through approved channels.

• Do not disclose internal alerts, reviews, suspicions or reporting activity to customers or other

unauthorised parties, and observe all anti\-tipping\-off requirements.

• Provide information or supporting documents requested by Compliance or the MLRO, while

leaving alert disposition, EDD approval, SAR/STR decisions and regulatory reporting to

authorised personnel.

• Complete all required AML/CFT, conduct, data protection, cybersecurity and operational

training

5\. Data protection, recordkeeping and controls

• Handle personal, financial and transaction data only for authorised business purposes and in

accordance with GDPR, confidentiality, access\-control and information\-security requirements.

• Use only approved systems and communication channels; do not store customer information in

personal or uncontrolled locations.

• Maintain accurate and retrievable customer communications, support records, transaction

records and operational evidence in line with applicable retention requirements and any legal or

regulatory hold.

• Report suspected personal data breaches, misdirected communications, phishing attempts,

access\-control issues or other security incidents immediately.

• Support management information on service volumes, response times, complaints, transaction

exceptions, reconciliation breaks and operational incidents.

6\. Operational resilience and continuous improvement

• Follow incident, business continuity and escalation procedures during system outages, provider

disruption, wallet incidents or other operational events.

• Coordinate with Technology, Compliance, Risk, Finance and external service providers to resolve

issues while ensuring that the relevant regulated entity retains ownership of customer

outcomes and regulatory obligations.

• Participate in procedure testing, control reviews, incident lessons learned and implementation

of agreed remediation actions.

• Propose practical improvements to workflows, customer communications, knowledge articles

and operational controls as the business scales.

Role boundaries and escalation

The Analyst operates within documented authority limits. In particular, the role:

Ouxin Advisory Limited \| 3OUXIN ADVISORY LIMITED \| JOB DESCRIPTION

• does not make final decisions on customer risk classification, EDD approval, sanctions matches,

suspicious activity reporting, account exit or regulatory notifications;

• does not independently release or approve transactions where maker\-checker or enhanced

approval is required;

• does not provide investment, legal, tax or financial advice;


• does not alter customer records, transaction status, fees or limits outside approved permissions

and procedures; and

• must escalate any uncertainty, control failure, conflict, customer detriment or matter outside

delegated authority.

Pay: €35,000\.00\-€60,000\.00 per year

Benefits:

• Free or subsidised travel


• On\-site parking


• Work from home

Education:

• Bachelor's (preferred)

Experience:

• AML: 3 years (preferred)

Work authorisation:

• Ireland (preferred)

Work Location: In person

This listing is from Indeed. View original listing ↗