Operations Manager

Pay

• The posting lists compensation of AED 10,000–15,000 per month.
• A later section lists compensation of AED 1.00–16,000.00 per month.

Role Overview

Overall Operations and Leadership

• Oversee daily operations across Payments, Risk and Fraud, and Customer Support teams.
• Ensure coverage, continuity, shift handovers, clear ownership, and operational priorities across all shifts.
• Lead, coach, develop, and performance-manage Team Leads and their teams.
• Set expectations, KPIs, performance standards, staffing requirements, and development plans.

Payments Operations

• Oversee deposit, withdrawal, and transaction-processing performance.
• Monitor payment success rates, pending transactions, gateway performance, PSP issues, discrepancies, failed transactions, and reconciliation issues.
• Coordinate with banks, payment partners, and internal stakeholders.
• Ensure payment incidents are investigated and documented.

Risk and Fraud Management

• Oversee monitoring, investigation, and management of suspicious customer and transaction activity.
• Review chargebacks, bonus abuse, collusion, account takeover, suspicious patterns, major incidents, and high-risk cases.
• Monitor fraud trends and implement preventive controls.
• Ensure fraud policies, procedures, and controls are followed.

Customer Support Management

• Oversee the quality and effectiveness of Customer Support operations.
• Ensure enquiries are handled professionally within agreed response and resolution times.
• Monitor complaints, escalations, pending cases, recurring issues, and customer service quality.
• Coordinate Customer Support with Payments and Risk and Fraud teams.

Performance and Incident Management

• Establish and monitor KPIs and SLAs, including payment performance, customer service, fraud investigation, productivity, quality, attendance, and staffing metrics.
• Present performance and key issues to senior management and implement corrective action plans.
• Manage critical payment, system, fraud, customer-impacting, and operational incidents through resolution.
• Conduct post-incident reviews and implement preventive actions.

Planning, Controls, and Coordination

• Plan manpower, rosters, backup coverage, recruitment requirements, and workforce needs for all shifts.
• Maintain and improve SOPs, policies, operational controls, documentation, and accountability.
• Coordinate with Product, Technology, Finance, Compliance, CRM, VIP, Acquisition, banks, payment partners, and other stakeholders.
• Provide operational input on new products, markets, payment methods, integrations, and process changes.

Requirements

• Minimum 5–7 years of relevant operational experience, including 2–3 years in a managerial role.
• Bachelor’s degree or equivalent.
• Strong understanding of Payments, Risk and Fraud, and Customer Support operations.
• Experience managing 24/7 or shift-based operations.
• Strong understanding of payment gateways, PSPs, transaction flows, reconciliation, fraud monitoring, investigation, and operational risk controls.
• Strong customer service, escalation management, analytical, problem-solving, stakeholder management, reporting, and data analysis skills.
• Proficiency in Excel or Google Sheets, dashboards, ticketing tools, and operational systems.

Work Location

• The role is performed in person in Dubai, UAE.