We are seeking an experienced and strategic Head of Operations to lead and scale our operational functions across the organization. This role is responsible for ensuring the efficient, secure, and compliant delivery of payment services while driving operational excellence, process optimization, and customer satisfaction.

The Head of Operations will oversee day-to-day payment operations, customer operations & operational risk controls.. The successful candidate will work closely with Product, Technology, Compliance, Risk, Finance, and Commercial teams to support business growth and maintain service reliability.

Key Responsibilities

Operational Leadership

Develop and execute the operational strategy aligned with company objectives and growth plans.
Lead and manage payment operations, customer operations & support functions.
Establish scalable operational processes, controls, and governance frameworks.
Drive continuous improvement initiatives to enhance efficiency, quality, and customer experience.

Payments Operations

Oversee end-to-end payment processing, transaction monitoring, settlements, refunds, chargebacks, and dispute management.
Ensure timely and accurate execution of operational workflows across payment rails and partner networks.
Monitor operational performance and service levels to maintain high system availability and transaction success rates.
Collaborate with banking partners, payment networks, processors, and vendors to optimize service delivery.

Risk, Compliance & Controls

Partner with Compliance and Risk teams to ensure adherence to regulatory requirements, AML/KYC obligations, and internal policies.
Establish and maintain operational risk frameworks, controls, and incident management procedures.
Lead investigations and resolution of operational incidents, payment exceptions, and customer escalations.
Support audits, regulatory reviews, and compliance assessments.

Process Improvement & Automation

Identify opportunities for automation, digitization, and workflow optimization.
Implement operational metrics, dashboards, and reporting frameworks.
Drive operational excellence programs focused on reducing costs, improving productivity, and minimizing errors.
Leverage data and analytics to support decision-making and continuous improvement.

Team Leadership

Build, develop, and mentor a high-performing operations team.
Establish clear goals, performance expectations, and career development plans.
Foster a culture of accountability, collaboration, customer focus, and continuous learning.
Manage workforce planning and organizational scaling to support business growth.

Stakeholder Management

Collaborate with Product and Engineering teams on new product launches, process enhancements, and operational readiness.
Provide operational insights and recommendations to senior leadership.
Serve as a key escalation point for operational and customer issues.

Requirements

Bachelor's degree in Business, Finance, Economics, Operations Management, or a related field.
10+ years of experience in operations, payments, fintech, banking, or financial services.
5+ years of leadership experience managing operational teams.
Strong understanding of payment ecosystems, transaction processing, settlement flows, card schemes, digital payments, and operational controls.
Experience building and scaling operational processes in a high-growth environment.
Proven track record of driving process improvement and operational excellence initiatives.
Strong analytical, problem-solving, and decision-making skills.
Excellent stakeholder management and communication abilities.

Preferred

Experience in regulated financial institutions, fintechs, payment processors, or acquiring businesses.
Familiarity with payment networks, banking integrations, and cross-border payment operations.
Experience implementing automation, workflow tools, and operational analytics platforms.

At 2C2P, we offer an attractive remuneration package, a fast-paced and exciting working environment, and provide challenging opportunities for life-long learning and career development.

Interested candidates are invited to send your comprehensive resume with current and expected salary package via this job ad. Please note that only shortlisted candidates will be notified.

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Deputy Director, Operations