About the position
The Operations Manager will be responsible for overseeing a wide range of crucial operational functions. You will play a pivotal role in ensuring the smooth functioning of the platform while maintaining the highest standards of integrity, security,and customer satisfaction. Key Responsibilities: Review and address audit findings promptly, ensuring compliance with regulatory requirements and internal policies. Lead the fraud operations team to detect, investigate, and prevent fraudulent activities on the platform. Oversee AML compliance efforts, including customer due diligence, transaction monitoring, and suspicious activity reporting. Provide expert support to address escalated customer queries and issues beyond the capacity of front-line support teams. Develop and maintain refund policies and procedures to ensure timely and accurate processing of refund requests. Oversee reconciliation processes to ensure accuracy and completeness of financial transactions. Develop and implement incident response protocols to effectively manage operational disruptions, security breaches, and other incidents. Address ad hoc operational issues promptly, utilizing problem-solving skills and cross-functional collaboration. Core competencies, knowledge and experience: Ability to efficiently plan resource budgets and optimise where possible to ensure savings Operations Management: Proven track record of success in managing end-to-end operational functions, preferably in a technology-driven environment. Financial Services: Experience in the financial services industry, with a focus on areas such as fraud prevention, AML compliance and financial reconciliation relating to transactional accounts and client facing digital applications. Super App would be beneficial. Regulatory Compliance: Demonstrated experience in ensuring compliance with regulatory requirements and implementing effective controls to mitigate operational risks. Team Leadership: Experience in leading and developing cross-functional teams, fostering a culture of accountability, collaboration, and continuous improvement. Crisis Management: Experience in managing operational disruptions, security incidents, and other crisis situations, with a focus on minimizing impact and ensuring business continuity. Process Improvement: Track record of driving process improvements and operational efficiencies through the implementation of best practices, automation, and optimization initiatives. Stakeholder Engagement: Experience in building and managing relationships with internal and external stakeholders, including senior leadership, regulators, and business partners.
Develop and implement corrective action plans to mitigate risks identified during audits.
Develop and enhance fraud detection algorithms and tools to stay ahead of emerging threats.
Stay abreast of evolving AML regulations and implement necessary changes to maintain compliance.
Collaborate with cross-functional teams to resolve complex customer issues efficiently.
Analyse refund trends and implement measures to minimize refund-related risks.
Investigate and resolve discrepancies in a timely manner to maintain data integrity.
Coordinate with internal teams and external stakeholders to minimize the impact of incidents on the platform.
Implement preventive measures to mitigate the recurrence of operational issues
Desired Skills:
- Team Management
- Stakeholder Management
- Leadership/Management Skills
- Operations Management
- Process Improvement
- Crisis Management
Desired Work Experience:
- More than 10 years
Desired Qualification Level:
- Degree