Operational Leadership & Team Management
Lead, mentor, and manage a large operations team to ensure high performance, accountability, and operational efficiency.
Develop a collaborative and solution-oriented work culture focused on ownership, service excellence, and continuous improvement.
Monitor team productivity, operational KPIs, and service quality standards to ensure business objectives are achieved.
Ensure proper resource planning, shift management, and workload distribution for uninterrupted operational support 24/7.
MFS Operations & Service Management
Oversee day-to-day operations of large-scale, high-volume MFS platforms and services.
Ensure operational stability, service availability, and efficient incident handling across all operational domains.
Support and supervise SOC (Security/Service Operations Center) activities including monitoring, alert management, escalation handling, and service restoration.
Coordinate with internal and external stakeholders to ensure smooth operational execution and issue resolution.
Stakeholder & Business Coordination
Act as a liaison between Business and Technology teams to ensure clear communication and alignment of operational priorities.
Translate business requirements into functional and technical specifications for implementation by technology teams.
Ensure timely delivery of operational support, system changes, and service requests aligned with business expectations.
Compliance, Governance & Risk Management
Ensure all operational activities comply with regulatory requirements, organizational policies, and governance frameworks.
Identify operational risks proactively and implement mitigation plans to minimize business impact.
Maintain audit readiness and ensure proper operational documentation, process adherence, and control mechanisms.
Incident & Problem Management
Lead operational and technical teams during major incidents, service disruptions, or downtime situations.
Ensure timely incident escalation, stakeholder communication, and service recovery.
Drive Root Cause Analysis (RCA) activities and ensure corrective and preventive actions are implemented effectively.
Process Improvement & Automation
Identify opportunities for operational optimization, automation, and process enhancement.
Reduce manual operational dependency through innovative solutions and workflow improvements.
Contribute to strategic operational initiatives to improve efficiency, scalability, and customer experience.
Reporting & Data Management
Maintain strong understanding of MFS database structures and operational data flows.
Support business and management teams with accurate reports, analysis, and operational insights.
Ensure reporting accuracy based on defined business logic and operational requirements.
Management Support & Availability
Provide management-level operational support on a 24/7 basis when required.
Respond effectively to business-critical operational, technical, and customer-impacting issues.
SKILLS REQUIREMENT: Technical skills / Competencies required: Strong understanding of Mobile Financial Services (MFS) operations and ecosystem. Knowledge of microservices / micro-component-based system architecture. Experience in large-scale operational management and service monitoring. Strong understanding of incident management, escalation handling, and RCA processes. Familiarity with SOC/NOC operational processes and 24/7 service management. Knowledge of database structures, SQL/query concepts, and operational reporting. Understanding of regulatory compliance, operational governance, and risk management frameworks. Experience with monitoring and observability tools such as Grafana, Kibana, or similar platforms. Ability to convert business requirements into technical or functional specifications. Process improvement and operational automation capability. Soft Skills required: Strong leadership and people management capability. Excellent stakeholder management and cross-functional coordination skills. Strong analytical thinking and problem-solving ability. Effective communication and presentation skills. Decision-making ability under pressure and during critical incidents. Strong ownership, accountability, and result-oriented mindset. Ability to work in fast-paced and high-pressure operational environments. Conflict management and negotiation skills. Continuous improvement and innovation mindset. EXPERIENCE REQUIRED: Minimum 8–12 years of experience in Technology Operations, Digital Financial Services (DFS), Mobile Financial Services (MFS), or related operational domains. Minimum 3–5 years of experience in leadership or team management role managing large operational teams. Proven experience in handling large-scale transaction platforms, critical incident management, and operational governance. Experience in highly available 24/7 operational environments is preferred. ADDITIONAL REQUIREMENT: Willingness to provide 24/7 operational and management support when required. Strong understanding of telecom, fintech, or digital financial ecosystem will be preferred. Ability to manage multiple priorities and critical operational situations simultaneously. High level of integrity, professionalism, and compliance awareness. Capability to work effectively with cross-functional teams, vendors, regulators, and business stakeholders. Strong adaptability to changing technologies, operational models, and business requirements.
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