Head of Operations

Overview

1. UAE Operations Leadership

• Own nationwide operations across all Emirates including Dubai, Abu Dhabi, Sharjah, and Northern Emirates
• Execute global operational strategy adapted to UAE regulatory and banking ecosystem
• Drive service availability, deployment timelines, and operational KPIs
• Act as primary interface with acquiring banks, payment schemes, and regulatory stakeholders

2. P&L Ownership, Cost & Unit Economics

• Own UAE operations P&L, budgeting, and cost governance
• Optimize procurement costs, logistics, repair vs replacement economics, and service delivery costs
• Manage device lifecycle profitability and operational efficiency
• Drive continuous EBITDA improvement and cost discipline

3. Supply Chain, Imports & Warehousing

• Manage international procurement and local vendor partnerships
• Oversee customs clearance, import documentation, and regulatory approvals (including telecom/device certifications where applicable)
• Ensure compliance with UAE import regulations and standards
• Manage warehousing operations and inventory controls
• Monitor inventory aging, shrinkage, and reverse logistics lifecycle

4. Deployment & Field Service Operations

• Build and manage a nationwide field service network (in-house and third-party partners)
• Ensure SLA adherence for installation, maintenance, and break-fix services
• Minimize downtime and repeat service visits
• Optimize technician productivity and route planning
• Ensure uninterrupted merchant operations, particularly in high-volume retail environments

5. Regulatory, Risk & Compliance

• Ensure full compliance with
• CBUAE regulations
• , device security standards, and payments ecosystem requirements
• Coordinate with acquiring banks on terminal certification, key injection, and compliance processes
• Maintain high standards of device security, fraud prevention, and audit readiness
• Ensure adherence to data protection and local regulatory frameworks

6. Technology, Process & Automation

• Implement and enhance device lifecycle management systems
• Drive adoption of CRM, Field Service Management (FSM), and monitoring tools
• Develop real-time dashboards for SLA tracking, cost control, and operational performance
• Standardize UAE-specific SOPs aligned with global operational policies
• Lead automation and digitization initiatives to improve efficiency and scalability

7. Team Leadership & Capability Building

• Build and lead UAE operations teams including warehouse, service centers, and field technicians
• Establish strong regional coverage and leadership structure
• Define KPIs, productivity benchmarks, and incentive frameworks
• Develop training and certification programs for operational teams
• Foster a culture of accountability, compliance, and operational excellence

Qualifications & Experience

• Bachelor’s degree in Operations, Engineering, Business, or related field
• MBA preferred
• 10+ years of operations leadership experience
• 7+ years within POS devices, payments, telecom, ATM, or hardware-led service environments
• Proven experience managing distributed field operations teams
• Experience working within regulated financial or payments environments in the UAE preferred