Key Roles & Responsibilities

• Developing and implementing operational policies and procedures to ensure efficient and effective operations.
• Work cross-departmentally with the Customer Service and Compliance Team Managers to optimise systems and processes, define best practices and ensure that all operations are aligned with organisational objectives.
• Managing the day-to-day operations, handling and monitoring all escalations and providing guidance and decisions on escalated matters.
• Ensuring that organisational processes remain legally compliant with regulations and standards.
• Working directly with the CEO and CFO to manage budgets, forecasting and allocating resources to help meet business and strategic goals.
• Work closely with the CEO in the strategic planning process and ensure key performance indicators (KPIs) are in place and targets are met.
• Performing quality assurance controls to ensure the company’s products and services meet customer expectations and monitoring operations KPIs and metrics.
• Owning relationships with all third-party partners (pay in/out) to monitor performance, seek performance improvements, and ensure partners are meeting defined SLAs.
• Analysing data and trends to identify opportunities for process improvement and cost savings.
• Develop product initiatives to support efficient processes and continuously improve operational efficiency.
• Leading the internal communications and services updates to ensure all Frontline Operations teams are informed about product changes, services, and process updates regularly. 
• Leading the Frontline management meetings to review overall Frontline performance metrics, troubleshoot problem areas, and drive process improvement and innovations.
• Overseeing Operations staffing plans and supervising, hiring and training new employees.
• Monitoring the performance and productivity of the operations team as well as overseeing the performance of the Customer Services and Compliance teams, providing coaching, training and feedback to improve performance.
• Using strong communication skills to foster a culture of innovation and productivity in the workplace

Required Qualifications:

• Bachelor’s degree in business or related discipline from a reputable university
• At least 3-4 years leading operations role.
• Desirable experience in fast-paced environments/ Fintech/Payments space.
• Strategic leadership and analytical thinking skills.
• Strong leadership, supervision, and training skills

Dateline: 27th March 2025.