Fintech Operations Manager

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:- Supervise 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.- 7-10 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.