Operations Manager

PayTech Group

RELEVANT EXPERIENCE

• 10 years experience in the cards/financial institution space
• Experience in card operations, including onboarding, card issuance, and post- issuance support

MANDATORY REQUIREMENTS**:

• Local experience in the UAE/GCC region
• Proficiency in English
• Experience with operational usage of a CMS - Fiserv
• Strong project management skills

PURPOSE OF THE PROJECT

The project involves providing support for the Commercial Cards Operations and Sales Support across the UAE market. This includes managing/executing the onboarding of new customers, managing card issuance, and providing post-issuance support such as blocking/unlocking cards, handling declines, and managing chargebacks

Key Activities

Core Responsibilities and Accountabilities

• Engage with Card Operations for oversight and identify opportunities for streamlining and operational efficiency
• Support operational onboarding of new customers, working with sales, implementation, card operations, and relationship management teams
• Manage corporate card-related requests (e.g., limits, cards) from existing corporates/TMCs, ensuring timely resolution and completion
• Support the Sales team to identify card opportunities and prioritize key clients for card programs
• Monitor new implemented clients to review card usage and ramp up
• Working closely with the Product team to ensure customer feedback is shared and help to enable the usage of new features as they become available
• Develop Standard Operating Procedures (SOPs) to help train key stakeholders and look to optimise/streamline these processes
• Prepare monthly MIS reports of total portfolio and other agreed metrics to support portfolio health and growth
• Run periodic update meetings with management, including reporting on key activities, risks, and other aspects of the business

KPIs

• Feedback from FAB stakeholders (e.g. Head of Commerical Cards, Relationship Managers, Product etc) on delivering weekly and monthly expectations
• Feedback from Corporate customers
• Operational Efficiency: Measure the efficiency of commercial card operational processes i.e. level of STP
• Gross Dollar Volume (GDV): Measure the total dollar amount of transactions processed through the commercial card program
• Card Optimization: Increase spend on low utilized card portfolio

Knowledge and Experience

• Strong understanding of cards in general and commercial cards specifically
• Experience in card operations oversight and operational insights
• Strong experience with Corporate Banking client management, particularly Corporate Cards
• Good understanding/experience with Card Management Systems (e.g FiServ)
• Experience in engaging senior stakeholders
• Robust understanding of B2B payments
• Operational expertise in commercial payment products, service, or platform capability with emphasis on commercial cards and the ecosystem