Head of Operations

Job Title:

Head of Operations

Location:

Karachi

Department:

Operations

Role Overview

We are looking for a
Head of Operations

who can take
end-to-end ownership

of Oraan's operations and lead the teams that make our products work every day. This role oversees
user onboarding, KYC, payments & collections, and customer support

, and is accountable for turning business goals into clear operational plans, priorities, and outcomes.

You will manage a team of 10+ people, work closely with product and engineering, and be expected to lead from the front: setting standards, coaching the team, and ensuring consistent, high-quality execution.

Key Responsibilities

1. Operational Leadership

• Own day-to-day execution across onboarding, KYC, payments & collections, and customer support.
• Define and maintain
  SLAs, daily/weekly rhythms, and checklists
  so operations run predictably and reliably.
• Ensure issues are surfaced early and resolved with clear ownership and follow-through.

2. People Management & Leadership

• Lead and develop an operations team of
  10+ team members
  (including team leads and frontline staff).
• Set clear expectations, run regular 1:1s, and give structured feedback to improve performance and capability.
• Act as a
  role model
  for professionalism, ownership, and attitude — someone the team respects and finds easy to work with.

3. Process Design & Improvement

• Map, document, and continuously refine
  end-to-end workflows
  across all core ops functions.
• Reduce friction, error rates, and rework by improving processes and pushing for standardization where appropriate.
• Identify opportunities to
  simplify or automate
  operational work using tools, basic workflows, and better ways of working.

4. Cross-Functional Collaboration

• Work directly with
  Product and Engineering
  to translate operational pain points into product requirements and improvements.
• Provide a clear operational point of view in discussions on priorities, edge cases, and launch readiness.
• Coordinate with
  Finance and other teams
  so operational work aligns with broader business objectives and timelines.

5. Planning, KPIs & Reporting

• Define and track key
  operations KPIs
  such as turnaround times, SLA achievement, queue health, error rates, and CSAT/NPS.
• Use data to plan capacity, allocate team effort, and decide what the team should focus on week to week.
• Prepare concise, structured updates for senior leadership on performance, risks, and proposed actions.

6. Execution Discipline & Escalation Handling

• Ensure the team consistently meets
  daily, weekly, and monthly
  targets and deadlines.
• Oversee structured handling of
  customer escalations and critical issues
  , ensuring timely resolution and root-cause follow-up.
• Build a culture where commitments are taken seriously and "done well and on time" is non-negotiable.

What You'll Bring

• 6–8 years of experience
  in operations, ideally in fintech, financial services, or a high-growth tech/startup environment.
• Proven track record of
  leading teams of 10+ people
  , including hiring, coaching, and performance management.
• Strong ability to
  understand business goals
  and translate them into clear operational priorities, workflows, and team focus.
• Excellent communication skills
  — spoken, written, and analytical — with the ability to brief junior team members and communicate clearly with senior leadership.
• Demonstrated experience
  designing, running, and improving end-to-end processes
  in an operations-heavy environment.
• Comfort with
  tools and data
  : CRMs, ticketing systems, spreadsheets, dashboards, and working with tech teams to make operations more efficient.
• A proactive, structured, and solution-oriented mindset — you bring energy and ideas, not just problems, and you follow through on execution.
• Alignment with Oraan's mission and a genuine interest in building trustworthy financial products for users in Pakistan.