Who We Are 

Okcoin is one of the world’s largest and fastest-growing cryptocurrency exchanges. We help millions of people buy and sell bitcoin, and over 20 other crypto assets every day — but our work is a whole lot more than that. We’re building an inclusive future of finance, one that opens new opportunities to learn financial literacy, store value, and build wealth for everyone.

Ready to help the next billion people experience the future of finance with us? Come on board. We have offices in San Francisco, Malta, Hong Kong, Singapore, Japan, and Korea, but we believe in you working wherever you work best. 

About the Team

We’re a team of risk-minded problem solvers who advise the business on the company’s regulatory obligations and enterprise risk. We’re also deeply committed to moving the needle on risk and compliance standards for the crypto industry, building products in a compliant way, and protecting the company from financial, regulatory and reputational risks. Our team consists of seasoned risk and compliance professionals who are based across our global offices.

About the Opportunity

This position's primary focus is to lead the WorkForce and Performance Management processes for our Global Investigation functions in Austin, TX, Malta, and Beijing. 

In this role, the individual will be fully responsible for the team schedule, work closely with the Team Leaders and Managers to ensure efficiency in daily operations. You would oversee team productivity and time-off requests. This also requires real-time monitoring and oversight of employees.

Our ideal candidate is a self-starter who appreciates challenges, takes initiative to improve the status quo, and can provide positive support and encouragement to our team.

What You’ll Be Doing:

• Lead the capacity planning to determine location requirements by analyzing forecasting planning factors, including service levels, staffing capacity, staffing, staff productivity, workflow, alert volumes, AHT e.t.c to ensure adequate coverage for existing and new case queues; 
• Analyze and assess team productivity and drive SLA attainment & KPI adherence for teams in different locations;
• Assess investigation strategy and advise the team on case and ticket prioritization;
• Work with internal business units, talent acquisition, human resources, training & Quality Assurance team to monitor key metrics (e.g., Attrition, LOA, Shrinkage, etc.) to monitor workforce performance and build action plans to address operational issues;
• Deliver and automate daily, weekly, and monthly reporting; design and build visually engaging and informative dashboards to report on capacity and staffing plan performance;
• Provide recommendations for immediate center performance improvements based on reports;
• Own and manage the Performance Management process including incentives and penalties to drive consistency in metric alignment, methodology, reporting, and measurement to ensure individual and team success;
• Assist in the development of frameworks and tools to conduct end-to-end strategic workforce planning; and
• Foster team engagement and collaboration.

What We Look For In You:

• A minimum of two (2) years of managing a workforce management team;
• MS Office applications; Expert level Excel skills (complex calculations, pivot tables creation/manipulation);
• Bachelor’s degree, preferably in a quantitative field (finance, economics, business) or equivalent experience;
• Organizational and managerial skills
• Excellent verbal and written communication and presentation skills are required with the ability to effectively influence across a diverse partner base.
• Strong analytical and problem-solving skills required

Nice to Haves:

• Hands-on experience using WFM software.
• Human resources experience preferred
• Experience working with teams across offices and time zones.

Okcoin Statement

Okcoin is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, lawful alien status, national origin, age, marital status, and non-job related physical or mental disability, or protected veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.