About The Role
We are seeking an experienced and dynamic Head of Operations to lead the day-to-day operational activities of a fintech business. Reporting directly to the Country Head, the Head of Operations will be responsible for ensuring efficient, controlled, and seamless operational processes across customer onboarding, KYC activation, transaction operations, reconciliation, settlement with third parties, and merchant onboarding following the launch of merchant services. The role will play a pivotal role in maintaining the financial integrity, operational efficiency, regulatory adherence, and service quality as the business scales.
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What You’ll Get Your Hands On
Operations Strategy and Governance
- Develop and implement the operations strategy, roadmap and operating model in line with the business plans.
- Establish operational policies, procedures, service levels, controls and escalation mechanisms.
- Ensure processes are scalable, standardized, measurable and increasingly automated.
- Support product launches, customer journey design and partner integrations from an operational perspective.
Customer Service and Onboarding
- Lead customer service operations across all supported channels.
- Define service standards, complaint-handling processes, quality controls and escalation paths.
- Oversee customer, business and merchant onboarding, including KYC/KYB verification, activation and exception management.
- Monitor service levels, turnaround times, approval rates, backlogs and customer experience indicators.
Merchant and Business Operations
- Manage operational processes for merchant services, corporate onboarding, salary disbursement, bulk payments and other B2B services.
- Ensure merchants and business customers are onboarded, activated and supported efficiently.
- Coordinate with Commercial, Product, Technology, Risk and Compliance to ensure operational readiness for new services.
Partner and Vendor Operations
- Manage operational relationships with banks, payment processors, gateways, billers, card providers and technology partners.
- Define service-level agreements, responsibilities, performance measures and incident-management processes.
- Monitor partner performance, service quality, costs and operational risks, and lead corrective actions where required.
Operational Excellence and Controls
- Drive process improvement, automation, productivity and operational discipline.
- Establish operational dashboards, performance reviews and management reporting.
- Lead root-cause analysis and corrective actions for incidents and recurring operational failures.
- Ensure business continuity, operational resilience and crisis-response readiness.
People Leadership
- Build, lead and develop high-performing operations teams.
- Establish clear responsibilities, objectives and performance standards.
- Manage workforce capacity in line with transaction volumes, service requirements and growth plans.
- Promote a culture of customer focus, accountability, collaboration, integrity and continuous improvement.
What We're Looking For
- Bachelor’s degree in Business Administration, Finance, Economics, Engineering, Information Systems or a related discipline.
- Minimum 10 years of progressive experience in operations, including a minimum of 5 years in a senior leadership role within fintech, banking, payments, digital financial services, telecom financial services or another regulated industry.
- Demonstrated experience designing, launching, scaling or transforming operational functions in a complex and fast-moving environment.
- Strong practical knowledge of customer operations, financial operations, reconciliation, settlement, KYC/KYB operations, fraud operations, merchant operations and third-party management.
- Experience leading multidisciplinary teams and working effectively across Product, Technology, Finance, Risk, Compliance and Commercial functions.
- Excellent communication and organizational skills.
- Ability to work independently and as part of a team.
- Fluency in English and Arabic. Kurdish is a plus.
Why join us?
At the company, you’ll have the opportunity to:
- Work across markets — collaborate with diverse teams and customers.
- Build what’s next — contribute to innovative Fintech and digital solutions.
- Make an impact — see your ideas turn into real business outcomes.
