Fintech Operations Manager

Fintech Operations Manager

This role drives operational excellence by developing robust policies and controls, effectively managing a team, mitigating financial and regulatory risks (including fraud and chargebacks), and maintaining high-productivity relationships with key external stakeholders like banks and card networks. The ultimate goal is to scale the Fintech operations while safeguarding the integrity and dedication of the services provided.

- Supervise the day-to-day operations of Breadfast Pay fintech services, ensuring smooth, efficient, and compliant execution.

- Plan, organize, and manage daily back-office fintech operations and routines.

- Ensure consistent adherence to operational processes, policies, and procedures.

- Monitor and evaluate operational workflows to identify gaps and improvement opportunities.

- Own and manage all chargeback cases related to Breadfast Pay fintech services.

- Monitor reported fraud cases and take corrective and preventive actions in coordination with the Fraud team.

- Ensure full compliance with internal policies, regulatory requirements, and partner standards.

- Conduct compliance checks across branches and stores handling fintech products.

- Monitor service levels and ensure adherence to agreed SLAs.

- Manage and optimize on-ground fintech operations across stores, including inventory, materials, equipment, and manpower.

- Ensure a seamless operational and customer experience at store level.

- Support Marketing and Growth teams in on-ground acquisition and activation initiatives.

- Ensure proper training of store agents on customer onboarding and fintech product handling.

- Lead, coach, and manage the fintech operations team to achieve departmental KPIs.

- Set clear objectives, monitor performance, and provide continuous feedback and development.

- Ensure effective delegation while maintaining accountability and operational control.

- Build a high-performing, engaged, and compliant operations team.

- Establish and implement quality control measures aligned with Breadfast Pay standards.

- Conduct regular operational reviews to identify non-compliance and inefficiencies.

- Analyze operational data to identify bottlenecks and drive process optimization.

- Lead continuous improvement initiatives focused on efficiency, productivity, and cost optimization.

- Collaborate closely with Business, Finance, Compliance, Fraud, CX, Marketing, and Growth teams.

- Act as the main operational liaison with external stakeholders, including banks and fintech partners.

- Ensure smooth coordination, SLA adherence, and operational effectiveness across partnerships.

- Track, analyze, and report key fintech operations KPIs.

- Prepare and present daily and monthly operational reports to senior management.

- Highlight trends, risks, performance gaps, and improvement areas with actionable recommendations.

- Bachelor's degree in finance, business administration, or a related field. Advanced degree or professional certifications (e.g., Certified Cards and Payments Professional) would be a plus.

- 7-10 years of overall proven experience in card services operations, preferably 3-4 years of them in a managerial or supervisory role.

- Familiarity with card network rules and scheme regulations such as Visa & Mastercard and experience in managing card network relationships.

- Solid understanding of fraud prevention techniques, risk management, and compliance requirements in the fintech services domain.

- Strong leadership and people management skills, with the ability to motivate and develop a team & excellent ability to delegate responsibilities while maintaining organizational control of each department.

- Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at various levels within the organization.