Job Description

• As the Operations Lead, you are the strategic architect and execution driver behind the Company’s end-to-end payments operations. You will oversee the entire operations team; reconciliation & settlement and dispute resolution;  transforming tactical workflows into a seamless, scalable engine that powers revenue growth and customer delight.

Key responsibilities

Strategic Operations Leadership:

• Define and articulate the operations vision, aligning team-lead roadmaps to corporate objectives (e.g., 50% market-share growth by 2025).
• Own the annual operations budget: optimize headcount, vendor spend, and technology investments to achieve cost-per-transaction targets.

Cross-Functional Governance:

• Convene a weekly “Operations Council” with team leads and key stakeholders (Product, Tech, Risk, Finance) to review performance, unblock roadblocks, and prioritize critical initiatives.
• Establish clear RACI frameworks and escalation matrices; ensuring 100% of high-severity incidents are resolved per SLA without finger-pointing.

Performance Management & Continuous Improvement:

• Champion Lean Six Sigma principles: drive at least two Kaizen projects per quarter to eliminate waste, reduce cycle times, and improve quality.
• Implement an operations scorecard (balanced across speed, quality, cost, and innovation) and lead monthly performance deep-dives.

Risk & Compliance Oversight:

• Ensure all operations adhere to CBN, PCI-DSS, and global regulatory mandates; maintain zero critical audit findings.
• Partner with Risk & Compliance to monitor control-effectiveness indicators and swiftly remediate any gaps.

Technology & Automation Strategy:

• Shape the automation roadmap: prioritize RPA, AI/ML, and API integrations that deliver ≥ 30% manual-effort reduction year-over-year.
• Collaborate with IT and Product to pilot emerging technologies and seamlessly integrate them into operations.

Talent Development & Culture:

• Recruit, mentor, and retain high-caliber operations talent; maintain an engagement score ≥ 85% and voluntary attrition ≤ 10%.
• Foster a culture of accountability, data-driven decision-making, and relentless customer obsession.

Core Competencies & Requirements:

• Strategic Vision & Execution: Proven ability to translate high-level strategy into tactical roadmaps and measurable deliverables.
• Data & Analytics Mindset: Expert in KPI-driven management, comfortable with BI tools (Power BI, Tableau), SQL, and advanced Excel modeling.
• Operational Excellence: Deep familiarity with Lean Six Sigma, ITIL/ISO 20000 frameworks, and large-scale process standardization.
• Leadership & Influence: Exceptional at leading multi-disciplinary teams, fostering psychological safety, and driving cross-functional alignment.
• Regulatory & Risk Acumen: In-depth knowledge of CBN regulations, PCI-DSS standards, and global payment-network controls.
• Technology Savvy: Track record architecting automation roadmaps, integrating RPA/AI solutions, and managing vendor ecosystems.
• Communication & Stakeholder Management: Superior written and verbal skills, adept at C-suite presentations and negotiating with banking partners.
• Adaptability & Resilience: Thrive in fast-paced environments; adept at crisis management and course corrections under pressure.