Job Purpose

This Chief of Operations shall oversee the operations directorate and requires excellent strategic thinking, operations leadership, project delivery, technical knowledge of the payment industry, and stakeholder engagement skills. You will be primarily responsible and accountable for driving operational excellence and overseeing customer retention initiatives that directly impact the company’s bottom line. As a strong advocate for better customer experience, you will address a wide range of issues or customer needs through ongoing engagement of internal stakeholders (business, product, and technology leaders) as well as customers, regulators, and partners.

Primary Duties and Responsibilities

Oversee the Operations directorate including warehouse and logistics, provisioning and maintenance, field support, and overall customer experience ensuring that the company’s services are of the required standards and are delivered to our customers in a manner that consistently delights
Contribute to corporate strategy formulation and
Develop and control operational budgets to promote profitability and ensure the company has all the resources required to meet its objectives within agreed financial
Continuously evaluate operational performance by gathering, analyzing, and interpreting performance data and metrics for proactive business
Oversee relationship and key account management, ensuring that our customers remain delighted and open to engage the company on new
Drive continuous monitoring, gap assessment, and improvement of the processes for service delivery
Develop and implement appropriate policies and procedures

Key Performance Indicators

Service level performance
Customer acquisition and retention rate
Overall customer satisfaction rating
Average transaction volume and value
Total revenue

Required Skills

Strong sense of ownership, focus and responsibility for results
Clear evidence of achievement in a similar role and leadership of a reasonably large operations team
Excellent analytical, decision-making, and problem-solving
Experience in developing and executing operations strategies with project management capability
Exceptional communication and interpersonal skills with high emotional intelligence
Demonstrated experience in relationship and key account management
Clear knowledge and understanding of the industry’s regulations and guidelines to ensure

Qualifications

A Master’s degree
Extensive and diversified Operations Management background (with at least 5 years of related experience in senior management or leadership role)
Experience in one or more of Merchant Acquiring, PTSP, PSSP or Switching businesses

APPLY for this position

0700ACCELEREX

Job Purpose

Primary Duties and Responsibilities

Key Performance Indicators

Required Skills

Qualifications

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