Job Summary: The Fintech Operations Manager is responsible for overseeing the end-to-end operations

Key Responsibilities:

1. Agent & Merchant Network Expansion

   • Develop and execute strategies for growing the agent and merchant network.

   • Ensure agents and merchants are well-trained on product offerings and compliance.

   • Monitor liquidity management and service availability across the network.

2. Risk & Compliance Management

   • Ensure full compliance with regulatory requirements, KYC, AML, and fraud prevention policies.

   • Work closely with internal audit and risk management teams to enforce security measures.

   • Identify and mitigate potential risks in agent operations, merchant transactions, and customer interactions.

3. Customer Service & Support – channel managment

   • Oversee customer care operations, ensuring high-quality service and quick issue resolution.

   • Implement customer feedback loops to improve service delivery and user experience.

   • Work with product teams to address customer pain points and optimize service touchpoints.

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4. Process Optimization & Efficiency

   • Improve operational workflows, automation, and overall efficiency to reduce service costs.

   • Implement best practices in digital payments and financial service operations.

   • Drive cost-saving initiatives while maintaining service excellence.

Key Performance Indicators (KPIs):

• Growth in agent & merchant acquisition

• Customer satisfaction & support resolution time

• Regulatory compliance & risk mitigation effectiveness

• Operational efficiency & cost savings

Qualifications & Experience:

Qualifications & Experience:

• Bachelor's or Master's degree in Business, Operations, Finance, or a related field.

• 7+ years of experience in Sales, fintech, payments, Customer Support, banking operations, or financial services.

• Strong expertise in sales operations, customer experience, and process optimization.

• Deep understanding of risk management, fraud prevention, and compliance frameworks.

• Proven ability to manage large-scale sales & distribution networks.

• Leading big and diverse teams to achieve results.