Pay10 - General Manager/Head - Operations

Job Description:

Role & Responsibilities:

Operations Leadership:

- Define operating model, team structure, governance, and performance frameworks across all four functions.

- Recruit, mentor, and develop high-performing teams with a culture of ownership and continuous improvement.

- Own the operational roadmap and ensure alignment with business priorities.

Merchant Operations & Success:

- Own the end-to-end merchant lifecycle onboarding, activation, engagement, retention, and ongoing support.

- Drive merchant experience improvements while optimising activation rates and operational efficiency.

- Partner with Sales, Product, and Technology to continuously improve merchant journeys.

Customer Support:

- Build a support organisation with clear service standards, SLA management, quality assurance, and escalation frameworks.

- Leverage technology to improve customer satisfaction while keeping operations lean and efficient.

Process Excellence & Automation:

- Own all SOPs, SLAs, governance frameworks, and operational policies.

- Design standardised, scalable processes capable of supporting rapid growth.

- Drive automation initiatives in partnership with Product and Technology teams.

- Build dashboards and review cadences to enable data-led decision-making.

Compliance & Cross-functional Leadership:

- Ensure operational compliance with KYC, AML, and internal risk requirements.

- Lead cross-functional initiatives across Business, Product, Technology, Risk, Finance, and Legal.

Preferred Candidate Profile:

- Professionals who have moved from Management Consulting into Fintech or Digital Platform organisations, with demonstrated success in building operations, driving process excellence, and leading high-performing teams. Experience with marketplace or merchant-facing businesses is a strong advantage.

Role: Head - Operations

Industry Type: FinTech / Payments

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Operations