Head of Back Office Operations

Job PurposeThe Head of Back Office Operations will lead and manage the end-to-end operationsof POS & E-Commerce Acceptance, POS Staging, Maintenance, and Warehouse Management. This role includes overseeing field support, call centers, supply chain logistics, operational vendor management, and merchant onboarding. The position will also ensure efficient shared services to support customer operations across multiple markets, drive business growth, and ensure 100%compliance with key regulatory KPIs. Key ResponsibilitiesDevelop and implement strategies to enhance POS acceptance, staging, maintenance, and warehouse operations in alignment with business objectives.

Lead a high-performing team responsible for back-office operations, including supply chain, merchant support, and infrastructure maintenance. Ensure operational efficiency, process automation, and cost optimization across warehousing, staging, and distribution of POS terminals. Standardize operational best practices based on successful models in other markets to ensure seamless execution and efficiency. Drive continuous improvement initiatives to enhance service quality, minimize downtime, and improve customer experience. Oversee inventory control, stock movement, and logistics to ensure optimal POS device availability and allocation. Implement best practices in warehouse operations, including tracking systems and security measures to prevent losses.

Ensure effective forecasting and demand planning for POS devices, accessories, and maintenance parts. Oversee POS device preparation, software configuration, and readiness for deployment to merchants. Develop preventive maintenance programs and ensure timely servicing of POS terminals to minimize downtime. Manage third-party vendors involved in POS supply, maintenance, and logistics, ensuring adherence to contractual agreements. . Monitor key regulatory KPIs and ensure timely reporting and compliance with governing bodies. Define and track key performance indicators (KPIs) to measure operational effectiveness and service quality. Identify business development opportunities to enhance revenue streams and improve operational efficiency.

Foster strong relationships with stakeholders, including VIP merchants, financial institutions, and internal teams. Must-Have Technical & Professional Qualifications7+ years of experience in a high-volume, fintech or financial services operational role. Proven experience in POS operations, supply chain, merchant enablement, and call center management. Strong understanding of inventory management, logistics, and maintenance processes. Experience with financial management, cash flow, and cost control. Ability to drive automation and process optimization to improve efficiency. Strong leadership and team management skills, with the ability to develop and mentor high-performing teams. Knowledge of regulatory compliance, risk management, and industry standards in payment processing.

Excellent communication and stakeholder engagement skills to work effectively across departments.