What you will do:

Operational Management

Supervise and guide Operations officers to ensure efficiency and adherence to SOPs.

Monitor operational KPIs (Payment success rates, repairs turn-around time). o Ensure smooth coordination between sales, customer care, credit, and aftersales teams.

Aftersales & Quality control

Manage customer complaints and aftersales processes (repairs, replacements, insurance claims).

Ensure turnaround times meet service-level agreements (SLAs).

Process Improvement o Identify bottlenecks in payment, aftersales workflows and implement solutions.

Develop and update standard operating procedures (SOPs).

Reporting & Compliance

Prepare weekly and monthly reports on key metrics (customer satisfaction, repair backlog , reverse logistics).

Ensure compliance with data protection, and consumer rights regulations. 

What you will need:

Bachelor's degree in Marketing, Business, Communications, or a related field.

 4–6 years of operations experience, preferably in fintech, asset financing, or telco.

 Proven experience leading teams and managing cross-functional projects.

Strong analytical, problem-solving, and reporting skills.

 Familiarity with CRM/loan management systems and digital financial platforms.

 Excellent communication, leadership, and stakeholder management abilities