Operations Manager - Compliance and Risk

About the position

The Operations Manager will be responsible for overseeing a wide range of crucial operational functions. You will play a pivotal role in ensuring the smooth functioning of the platform while maintaining the highest standards of integrity, security,and customer satisfaction.

Key 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 optimising on the OPEX and CAPEX costs pertaining 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.
Analyse 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

Core competencies, knowledge and experience:

• Leadership: Ability to inspire and motivate teams to achieve operational excellence, foster collaboration, and drive results.
• Problem-Solving: Strong analytical skills to identify root causes of operational issues and develop effective solutions.
• Communication: Excellent verbal and written communication skills to convey complex information clearly and effectively to diverse stakeholders.
• Decision-Making: Sound judgment and decision-making skills to prioritize tasks, allocate resources, and address operational challenges.
• Adaptability: Flexibility and resilience to thrive in a fast-paced environment with evolving priorities and challenges.
• Team Management: Experience in leading and developing high-performing teams, including coaching, mentoring, and performance management.
• Strategic Thinking: Ability to align operational initiatives with broader organizational goals and contribute to long-term strategic planning.
• Budgeting and Financial Optimisation

Ability to efficiently plan resource budgets and optimise where possible to ensure savings

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.

Regulatory Compliance: Demonstrated experience in ensuring compliance with regulatory requirements and implementing effective controls to mitigate operational risks.

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.

Desired Skills:

• Team Management
• Stakeholder Management
• Leadership/Management Skills
• Operations Management
• Process Improvement
• Crisis Management

Desired Work Experience:

• More than 10 years

Desired Qualification Level:

• Degree