The Role
Are you ready to take on a pivotal role in shaping the future of a leading App? We're looking for an Operations Manager who thrives on challenges and is passionate about ensuring the smooth functioning of platforms. As the Operations Manager, you'll oversee crucial operational functions, maintaining the highest standards of integrity, security, and customer satisfaction. Please note this is a 06-month contract.
Responsibilities
- Audit Findings Management: Review and address audit findings promptly, ensuring compliance with regulatory requirements and internal policies. Develop and implement corrective action plans to mitigate risks identified during audits.
- Fraud Operations: Lead the fraud operations team to detect, investigate, and prevent fraudulent activities on the platform. Develop and enhance fraud detection algorithms and tools to stay ahead of emerging threats.
- AML Operations: Oversee AML compliance efforts, including customer due diligence, transaction monitoring, and suspicious activity reporting. Stay abreast of evolving AML regulations and implement necessary changes to maintain compliance.
- Front Line Operations: Indirect monthly management and supervision of the front-line customer servicing team (COPS) to ensure SLAs while optimizing on the OPEX and CAPEX costs pertaining to support resources.
- Second Line Support Queries: Provide expert support to address escalated customer queries and issues beyond the capacity of front-line support teams. Collaborate with cross-functional teams to resolve complex customer issues efficiently.
- Refunds Management: Develop and maintain refund policies and procedures to ensure timely and accurate processing of refund requests. Analyze refund trends and implement measures to minimize refund-related risks.
- Reconciliation: Oversee reconciliation processes to ensure accuracy and completeness of financial transactions. Investigate and resolve discrepancies in a timely manner to maintain data integrity.
- Incident Management: Develop and implement incident response protocols to effectively manage operational disruptions, security breaches, and other incidents. Coordinate with internal teams and external stakeholders to minimize the impact of incidents on the platform.
- Ad Hoc Operational Issues: Address ad hoc operational issues promptly, utilizing problem-solving skills and cross-functional collaboration. Implement preventive measures to mitigate the recurrence of operational issues.
- Operational Efficiency: Ensure the smooth functioning of various operational processes, including audit findings management, fraud operations, AML compliance, support queries resolution, refunds management, reconciliation, incident management, and handling ad hoc operational issues.
- Risk Management: Mitigate operational risks by proactively identifying and addressing potential issues related to fraud, compliance, financial reconciliation, and customer support.
- Regulatory Compliance: Ensure compliance with relevant regulations and industry standards, particularly in areas such as AML, data security, and customer protection.
- Customer Satisfaction: Maintain high levels of customer satisfaction by promptly addressing support queries, resolving issues, and implementing measures to enhance the overall user experience.
- Process Improvement: Continuously evaluate operational processes and procedures to identify opportunities for efficiency gains, cost reduction, and enhanced risk management.
- Team Leadership: Provide strong leadership to the operations team, fostering a culture of accountability, collaboration, and continuous improvement.
- Stakeholder Management: Effectively communicate with internal stakeholders (e.g., senior management, cross-functional teams) and external partners to coordinate activities, address issues, and drive alignment on operational priorities.
Profile
Bachelor's degree in Business Administration, Finance, or a related field will be preferred. Advanced degree or professional certification (e.g., CAMS for AML) is a plus. Proven experience of 10 years in operations management, preferably in the technology or financial services industry. Regulatory experience: experience in ensuring compliance with regulatory requirements and implementing effective controls to mitigate operational risks. Operations Management: Proven track record of success in managing end-to-end operational functions, preferably in a technology-driven environment. Financial Services: Experience in the financial services industry, with a focus on areas such as fraud prevention, AML compliance and financial reconciliation relating to transactional accounts and client facing digital applications. Super App would be beneficial. Team Leadership: Experience in leading and developing cross-functional teams, fostering a culture of accountability, collaboration, and continuous improvement. Crisis Management: Experience in managing operational disruptions, security incidents, and other crisis situations, with a focus on minimizing impact and ensuring business continuity. Process Improvement: Track record of driving process improvements and operational efficiencies through the implementation of best practices, automation, and optimization initiatives. Stakeholder Engagement: Experience in building and managing relationships with internal and external stakeholders, including senior leadership, regulators, and business partners.
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