Operations Team Leader

Islamabad, Pakistan

Key Responsibilities

Manage daily operations, including merchant onboarding, transaction processing, settlements, and repayment tracking.
Facilitate the customer application process on field
Monitor and resolve operational bottlenecks, system errors, and payment failures.
Serve as the operational point of contact for partner merchants.
Coordinate with merchants for reconciliation, dispute resolution, and process improvements.
Collaborate with risk teams to implement credit approval workflows and fraud prevention measures.
Monitor repayment performance, delinquencies, and default trends.
Ensure all operations comply with Regulatory Framework, consumer protection laws, and data privacy requirements.
Work closely with customer support teams to resolve escalated customer issues.
Track operational KPIs such as TAT (Turnaround Time), transaction success rates, delinquency rates, and merchant satisfaction.
Generate and present performance reports to senior management.
Identify trends and recommend process automation or optimization opportunities.

Key Skills & Competencies

Strong understanding of product (Offline & Online), consumer lending, or payment operations.
Knowledge of credit lifecycle management, KYC/AML processes, and regulatory compliance.
Analytical mindset with proficiency in Excel, data analysis tools, and reporting dashboards.
Excellent problem-solving skills with a process improvement orientation.
Strong stakeholder management and communication skills.
Ability to thrive in a fast-paced fintech environment.

Qualifications & Experience

Bachelor’s degree in Business Administration, Finance, Economics, or related field (Master’s preferred).
Experience in offline product-based installment verification is highly desirable.
Familiarity with Off-Line & API-based system integrations and payment processing platforms.

KPIs