Role Objectives:
This role drives operational excellence by developing robust policies and controls, effectively managing a team, mitigating financial and regulatory risks (including fraud and chargebacks), and maintaining high-productivity relationships with key external stakeholders like banks and card networks. The ultimate goal is to scale the Fintech operations while safeguarding the integrity and dedication of the services provided.
Roles & Responsibilities:
- Oversee the day-to-day operations of Breadfast Pay fintech services, ensuring smooth, efficient, and compliant execution.
- Plan, organize, and manage daily back-office fintech operations and routines.
- Ensure consistent adherence to operational processes, policies, and procedures.
- Monitor and evaluate operational workflows to identify gaps and improvement opportunities.
- Own and manage all chargeback cases related to Breadfast Pay fintech services.
- Monitor reported fraud cases and take corrective and preventive actions in coordination with the Fraud team.
- Ensure full compliance with internal policies, regulatory requirements, and partner standards.
- Conduct compliance checks across branches and stores handling fintech products.
- Monitor service levels and ensure adherence to agreed SLAs.
- Manage and optimize on-ground fintech operations across stores, including inventory, materials, equipment, and manpower.
- Ensure a seamless operational and customer experience at store level.
- Support Marketing and Growth teams in on-ground acquisition and activation initiatives.
- Ensure proper training of store agents on customer onboarding and fintech product handling.
- Lead, coach, and manage the fintech operations team to achieve departmental KPIs.
- Set clear objectives, monitor performance, and provide continuous feedback and development.
- Ensure effective delegation while maintaining accountability and operational control.
- Build a high-performing, engaged, and compliant operations team.
- Establish and implement quality control measures aligned with Breadfast Pay standards.
- Conduct regular operational reviews to identify non-compliance and inefficiencies.
- Analyze operational data to identify bottlenecks and drive process optimization.
- Lead continuous improvement initiatives focused on efficiency, productivity, and cost optimization.
- Collaborate closely with Business, Finance, Compliance, Fraud, CX, Marketing, and Growth teams.
- Act as the main operational liaison with external stakeholders, including banks and fintech partners.
- Ensure smooth coordination, SLA adherence, and operational effectiveness across partnerships.
- Track, analyze, and report key fintech operations KPIs.
- Prepare and present daily and monthly operational reports to senior management.
- Highlight trends, risks, performance gaps, and improvement areas with actionable recommendations.
Required Education, Knowledge, And Skills:
- Bachelor's degree in finance, business administration, or a related field. Advanced degree or professional certifications (e.g., Certified Cards and Payments Professional) would be a plus.
- 10-14 years of overall proven experience in card services operations, preferably 3-4 years of them in a managerial or supervisory role.
- Familiarity with card network rules and scheme regulations such as Visa & Mastercard and experience in managing card network relationships.
- Solid understanding of fraud prevention techniques, risk management, and compliance requirements in the fintech services domain.
- Strong leadership and people management skills, with the ability to motivate and develop a team & excellent ability to delegate responsibilities while maintaining organizational control of each department.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at various levels within the organization.
