Operations Team Lead

Responsibilities

• Define and articulate the operations vision, aligning team-lead roadmaps to corporate objectives (e.g., 50% market-share growth by 2025)
• Own the annual operations budget: optimize headcount, vendor spend, and technology investments to achieve cost-per-transaction targets
• Convene a weekly "Operations Council" with team leads and key stakeholders (Product, Tech, Risk, Finance) to review performance, unblock roadblocks, and prioritize critical initiatives
• Establish clear RACI frameworks and escalation matrices; ensuring 100% of high-severity incidents are resolved per SLA without finger-pointing
• Champion Lean Six Sigma principles: drive at least two Kaizen projects per quarter to eliminate waste, reduce cycle times, and improve quality
• Implement an operations scorecard (balanced across speed, quality, cost, and innovation) and lead monthly performance deep-dives
• Ensure all operations adhere to CBN, PCI-DSS, and global regulatory mandates; maintain zero critical audit findings
• Partner with Risk & Compliance to monitor control-effectiveness indicators and swiftly remediate any gaps
• Shape the automation roadmap: prioritize RPA, AI/ML, and API integrations that deliver ≥ 30% manual-effort reduction year-over-year
• Collaborate with IT and Product to pilot emerging technologies and seamlessly integrate them into operations
• Recruit, mentor, and retain high-caliber operations talent; maintain an engagement score ≥ 85% and voluntary attrition ≤ 10%
• Foster a culture of accountability, data-driven decision-making, and relentless customer obsession

Requirements

• Proven ability to translate high-level strategy into tactical roadmaps and measurable deliverables
• Expert in KPI-driven management, comfortable with BI tools (Power BI, Tableau), SQL, and advanced Excel modeling
• Deep familiarity with Lean Six Sigma, ITIL/ISO 20000 frameworks, and large-scale process standardization
• Exceptional at leading multi-disciplinary teams, fostering psychological safety, and driving cross-functional alignment
• In-depth knowledge of CBN regulations, PCI-DSS standards, and global payment-network controls
• Track record architecting automation roadmaps, integrating RPA/AI solutions, and managing vendor ecosystems
• Superior written and verbal skills, adept at C-suite presentations and negotiating with banking partners
• Thrive in fast-paced environments; adept at crisis management and course corrections under pressure