Roll Overview:

• The Head of Product Operations is responsible for the daily running, stability, and profitability of our product suite, serving the informal market across multiple geographies. In this role, you will oversee product performance, manage operational risk and liquidity, and ensure that cross-functional teams deliver exceptional customer experiences. Collaborating with finance, compliance, operations, and technical departments, you will set and monitor performance standards, drive continuous improvement, and lead an international product operations team to meet revenue and efficiency goals.

Key Responsibilities

Operational Leadership

• Oversee daily product operations across multiple geographies, consistently meeting performance targets and internal SLAs.
• Maintain high levels of product uptime and swiftly resolve downtime issues, collaborating with engineering and support teams to minimize impact.

Financial Management

• Manage product P&L, focusing on revenue growth, profit margins, and minimising risk-related losses.
• Supervise liquidity management strategies, ensuring product pricing and financial controls align with company goals and regulatory requirements.

Process Design & Quality Assurance

• Develop and implement robust QA processes to ensure product reliability and compliance.
• Drive continuous improvement in operational procedures, standardising processes where possible and tailoring solutions for local market nuances.

Cross-Functional Collaboration

• Work closely with Finance, Compliance, Customer Support, Sales, Marketing, and Production Support to integrate operational requirements into product strategies.
• Partner with technical teams to monitor system health and lead initiatives that improve platform performance.

Team Building & Field Operations

• Build and lead a growing team of product operations professionals, including operations managers in different countries.
• Ensure cohesive communication and operational alignment among international teams, driving shared objectives and streamlined workflows.

Performance Measurement

• Define, track, and report on key operational metrics (e.g., uptime, customer satisfaction, risk losses, and downtime resolution times).
• Use data-driven insights to propose and implement product delivery and user experience improvements.

Qualifications

• Education & Experience: Bachelor’s degree (Master’s preferred) in Business, Operations Management, Engineering, or related field. 8+ years in product operations, preferably in fintech or financial services.
• Technical & Analytical Skills: Proven ability to manage complex financial and operational metrics, use data analytics for decision-making, and oversee technology-driven products.
• Leadership & Team Building: Demonstrated success in building and managing cross-functional teams across multiple geographies.
• Strategic Mindset: Experience in fast-paced environments with a strong bias toward execution, balancing short-term demands with long-term product strategy.
• Communication & Collaboration: Excellent stakeholder management skills with the ability to influence and negotiate at all levels, including executives and cross-departmental teams.

Key Performance Indicators

• Revenue & Profit Margin: Demonstrate year-over-year growth aligned with company targets.
• Risk Losses: Maintain effective controls to minimise operational and financial risks.
• Customer Satisfaction: Ensure high customer satisfaction scores, measured through feedback and product usage.
• Uptime & Downtime Resolution: Achieve benchmark uptime levels and reduce incident resolution times.