Head of Operations

About CompanyPay10.com is a UAE-headquartered fintech company licensed and regulated by the Central Bank of the UAE under the Retail Payment Services & Card Schemes (RPSCS), Stored Value Facilities (SVF), and Open Finance frameworks.As part of our regional growth, we’re expanding into Egypt one of the fastest-growing fintech markets in the MENA region. Pay10 Egypt will bring cutting-edge digital payment solutions to businesses and consumers, including payment gateway services, merchant acquiring, cross-border transfers, and open finance capabilities.Key ResponsibilitiesBusiness Support:Develop and implement operational strategies that align with business objectives and drive efficiencyShare best practice for internal process setup and excellent customer experienceLead the process setup for transaction flows, fund movement, reconciliation and settlementLead process setup and update for new product launch and additional service offeredParticipate and sign off system development, UAT and Go liveTeam Management: Lead and motivate a team, fostering collaboration and high performanceOptimize operational policies and procedures to enhance service delivery.Define and monitor KPIs, ensuring adherence to quality and compliance standards.Oversee resource allocation to ensure cost-effectivenessStakeholder Management:Collaborate with internal and external stakeholders to maintain operational excellence.Participating in vendor selection process based on market studyLead and represent Operations function for internal and external AuditsOperations Centre:Setup and Lead Operations Centre providing round the clock support to Merchants and ConsumerRegular monitoring the performance of representatives and support functionMonitor on SLA and TAT for query and issue resolutionMonitor on overall uptime and availability of support functionWork closely with Sales and Product on digital APM offering and post-sales supportPayment Domain expertise:Define and implement workflows for Digital wallet and Pre-Paid Card usageManage dispute, refund, reversal and settlement flows within TATQualifications & ExperienceBachelor’s degree in Business Administration, Finance, Operations Management, or a related field (Master’s preferred).10+ years of experience in operations within the payments, fintech, or banking industry. Strong understanding of payment systems, merchant acquiring, and digital wallet operations.Experience in managing fund flow, settlement, and reconciliation processes.Proven experience in leading large operations teams and setting up new business processes.Excellent stakeholder management and vendor negotiation skills.Strong analytical, organizational, and leadership capabilities.Familiarity with local regulatory and compliance requirements within the financial services sector.