Head - Financial operations

Role Title: Head of Operations, Oman

Reporting to: Chief Operating Officer

The role holder will be responsible for a broad range of Operational aspects 

including:Customer Service. Financial operations, Compliance operations, B2B Operations Partners Operations

In addition, Oman will act as Center of Excellence for the Group for Customer Service and Financial Operations. The role holder will be responsible of designing, implementing and overseeing these two functions across the Group,

On many aspects, our client starts from scratch or from low levels of harmonisation across countries, hence the ability to drive standardisation and automation at scale is key.

Being experts in the field, credible leaders and having a co-founder attitude to building the business is a must have. Customer service Lead the Oman Operations

Design, structure, and run all aspects of the customer service and customer care function, ensuring users (consumer and merchants) in Oman receive exceptional and accurate service

Establish service levels and actively manage and monitor

Take corrective actions when service level is not met.

Lead the Customer Service

Lead the design, set up, implementation of customer service operations for the entire group across all markets.

Achieve economies of scale by harmonising operating procedures and centralising activities where possible

Manage the centralised operation and be accountable for the customer service performance (if centralisation happens);

Ensure group standards and procedures are adopted across the group countries, monitored and continuously developed

Be the primary interface for Group suppliers and manage their performance accordingly

Financial operations

ROLE ACCOUNTABILITIES

Lead the Oman Operations

Design, structure, and run all the operational aspects of financial operations, including: reconciliations

with settlement banks, card providers, bill payment partners, payment gateways and all other partners

Ensure daily, weekly, monthly monitoring of funds, inflow and outflow and manage discrepancies and

incidents through effective, standardised processes

Submit reporting and reconciliations to central banks and regulators, timely, when required

Ensure capacity is in place, teams are trained and equipped with appropriate tools.

Lead the Finops Center Of excellence for the Group

Lead the design, set up, implementation of Finance operations for the entire group across all markets.

Achieve economies of scale by standardising and harmonising operating procedures and centralising activities where possible

Manage the centralised operation and be accountable for performance (if centralisation happens);

Coordinate with the Finance team for accurate reporting and effective accounting processes

Be the primary interface for Group suppliers and manage their performance accordingly

Ensure group standards and procedures are adopted across the group countries, monitored and continuously developed

Design, structure, and run the operational aspects of compliance function including Anti Money Laundering Operations, Fraud Management Operations

Manage inflow of cases/alerts, output, backlog. Ensure capacity is in place, teams are trained and equipped with appropriate tools.

On a quarterly and yearly basis, coordinate the roadmap and the performance management with the with the Group Center of excellence (not in place yet, but likely to be set up in Qatar) to achieve a high degree of standardisation and harmonisation across the group B2B Operations

Lead the Oman Operations

Design, structure, and run all the operational aspects of the salary disbursemenmt operations, including user onboarding, employer onboarding and management, debit cards logistics/operations

Ensure capacity is in place, teams are trained and equipped with appropriate tools.

On a quarterly and yearly basis, coordinate the roadmap and the performance management with the

with the Group Center of excellence (not in place yet, but likely to be set up in Qatar) to achieve a high degree of standardisation and harmonisation across the group Partner Operations

Lead the Oman Operations

Design, structure, and run all the operational aspects of the local partnerships with bill payment

partners, payment gateways etc..

Establish SLAs and monitor partners performance through appropriate forums

Ensure procedures are set up, commonly adopted and teams are trained and equipped with appropriate tools. Ensure incidents are properly raised, tracked, resolved and reported

Develop an ambitious plan for Oman to expand its partnerships landscape in new areas (lending, agents) and execute accordingly

In partnership with Clients COO, develop a vision for the Group Center of excellence for Partnerships to achieve a high degree of standardisation across the group Partnerships.

Establish which services will be provided to Ooredoo Fintech by the relevant Ooredoo telecom business in each market (and vice versa)

Define arms length contracts with the business for the provision of services to Fintech and vice versa.

Establish the governance for these agreements and manage deviations in service level, costs, outputs, where appropriate

Be a structured, organised, credible leader, able to manage local operations as well as contributing to the rest of the Group via the Centers of excellence

Be a leader of people – act as a role model at all times and coach, mentor and direct teams based on multiple geographies

Instil a culture of continuous improvement in everything the business does.

Bring focus, discipline and structure across all markets

Act as a business builder, focused on the long success of the business

A business leader, with at least 2 decades of experience and proven track record of running a wide

range of functions (operations, customer service, partnerships)

Has led multi-country operations, with focus on automation & standardisation across markets

Track record in business building – ideally internal scale up within large organisation, start-ups or

Private Equity backed ventures.