Back Office Operations Manager

22 hours ago

Lahore Cantt Gpo, Pakistan CBA Full time 900,000 - 1,200,000 per year

Job Title: Back Office Operations Manager

Department: Operations/CS Level 2

Location: NASTP Building, 69 Abid Majeed Road Lahore Cantt.

Experience Required: 5 to 8 years of exp in Fintech or Jazzcash and Easypaisa

Job description

The Back Office Operations Manager is responsible for overseeing and optimizing all backend operational processes that support the company's service delivery and customer operations. This role ensures process efficiency, data accuracy, compliance with company standards, and smooth coordination across departments to maintain high service quality. This role ensures that all digital payment operations run smoothly, securely, and in compliance with fintech regulatory frameworks. The position requires deep understanding of mobile financial services, transaction flows, dispute management, and partner coordination within a fintech setup similar to JazzCash or Easypaisa.

Key Responsibilities:

  • Oversee daily back-office operations related to mobile financial services, including transaction monitoring, settlements, and reconciliations.
  • Ensure accuracy and timeliness in posting, verifying, and reconciling digital transactions between system reports, banks, and partners.
  • Manage dispute resolution and refund processes in collaboration with Customer Support and Finance teams.
  • Develop and enforce Standard Operating Procedures (SOPs) for backend operations to ensure efficiency, control, and compliance.
  • Coordinate closely with product, compliance, finance, and IT teams to ensure system stability and error resolution.
  • Monitor and report key operational metrics — such as TATs, reconciliation gaps, transaction failures, and service uptime.
  • Supervise and develop a team of backend operations executives, ensuring accountability and adherence to service standards.
  • Provide regular performance and exception reports to management, highlighting risks, trends, and corrective actions.

Requirements:

  • Bachelor's degree in Business Administration, Finance, or a related field (Master's preferred).
  • 5–7 years of experience in back-office or operations management within a fintech, telecom, or financial institution — ideally JazzCash, Easypaisa, NayaPay, SadaPay, or similar.
  • Proficiency in MS Excel, ERP, or fintech transaction platforms.
  • Strong problem-solving abilities and attention to detail
  • Ability to multitask, prioritize, and manage time effectively
  • Excellent leadership, communication, and cross-functional collaboration abilities.
  • Fluency in Urdu (both spoken and written preferred)

Job Type: Full-time

Work Location: In person

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