Executive Director of Operational Strategy

We are seeking a visionary leader to oversee and enhance our operational infrastructure, ensuring seamless processes and exceptional customer experiences.

This is an exciting opportunity for a talented professional to take on a senior leadership role, driving business growth through strategic planning, effective team management, and continuous improvement.

• Operational Excellence
  • Develop and implement high-performing operational strategies aligned with our organizational goals.
  • Oversee end-to-end operations, including transaction processing, reconciliation, customer service, agent support, disbursement, and partner onboarding.
  • Translate business objectives into actionable plans that promote scalability, efficiency, and compliance.
• Team Leadership & Supervision
  • Lead, mentor, and manage cross-functional operations teams across multiple geographies.
  • Foster a high-performance team culture emphasizing ownership, accountability, and collaboration.
  • Monitor daily team operations, ensure timely task completion, and uphold quality standards.
• Workflow Management & Coordination
  • Assign and track operational tasks for effective workflow management.
  • Act as a central point of contact for team queries and escalations.
  • Collaborate with departments such as Customer Experience, IT, and Tech Support for cross-functional issue resolution.
• Process Optimization & Continuous Improvement
  • Identify process inefficiencies and lead optimization initiatives using Lean, Agile, or Six Sigma methodologies.
  • Drive automation and digitization efforts in partnership with the Technology team.
  • Standardize SOPs and enforce best practices across the operations team.
• KPI Monitoring & Reporting
  • Track and analyze performance metrics such as SLA adherence, payment processing accuracy, and issue resolution times.
  • Regularly report key performance indicators to senior leadership with insights and action plans.
  • Ensure consistent achievement of service levels and performance goals.
• Regulatory & Compliance Alignment
  • Ensure all operational activities are compliant with internal policies and external regulatory requirements.
  • Liaise with the Compliance and Risk teams to prepare for audits and ensure operational transparency.
• Quality Control & Risk Management
  • Conduct periodic audits of processes to maintain service quality and compliance.
  • Oversee the resolution of payment discrepancies, cancellations, and escalations to ensure customer satisfaction.
• Problem-Solving & Incident Management
  • Serve as the primary escalation point for operational issues.
  • Collaborate with cross-functional teams to resolve system bugs, service disruptions, or payment failures.
  • Maintain oversight of open tickets and incident logs to ensure timely resolution.
• Stakeholder Management & Cross-Functional Collaboration
  • Work closely with Product, Engineering, Finance, Compliance, and Customer Experience to ensure alignment across departments.
  • Manage and strengthen relationships with banks, payment service providers (PSPs), and other external vendors.
• Reporting & Documentation
  • Prepare comprehensive operational reports and dashboards for leadership.
  • Maintain documentation of processes, performance benchmarks, and operational incidents.
• Process Automation & Efficiency Gains

Implement AI-powered automation solutions to reduce manual workload, improve speed, and enhance accuracy across routine tasks.

Integrate AI-driven analytics to forecast transaction volumes, detect anomalies in payment patterns, and optimize resource allocation. Use predictive models to proactively address operational bottlenecks and support data-driven strategic planning.

• Take on additional responsibilities as assigned by department leadership to support business needs.

• Bachelor's degree in Business Administration, Operations, Engineering, or related field.
• MBA or equivalent Master's degree preferred.
• Certifications in Lean Six Sigma, PMP, Agile, or related frameworks are a strong plus.

• Minimum 10 years of progressive experience in operations within fintech, remittance, banking, or payment sectors.
• At least 3–5 years in a senior leadership position managing large operational teams.
• Proven experience in digital transformation, automation, and process scaling.

• Strong leadership, communication, and problem-solving skills.
• Highly analytical with hands-on experience in data-driven decision-making.
• Proficient in ERP systems, CRM platforms, and analytics tools (e.g., Power BI, Tableau).
• Able to perform under pressure in a fast-paced, multicultural, and growing fintech environment.