Operations & Performance Director

Orange Jordan • Full-time • عمان, JO • 12h ago

Mission:

Design and overview the mobile money operations & performance functions strategy
Enhance and implement a robust operations framework to ensure the delivery of a safe, reliable and convenient service at all touch points
Established policies, procedures and standards. This function will have responsibility for all related operations.

Key Accountabilities:

Design and plan both long and short-term strategies, policies and procedures for mobile money Operations
Develop and maintain all processes to support the business unit revenue, profit and quality targets, then continuously improve the operational framework for the delivery of MFS at all touch points
Manage an accurate and stable reporting system for all internal and external parties' needs, including very accurate reporting to the Central Bank of Jordan
Develop, manage and update the back-office operations process and operational manual in line with the Financial Service Regulation
Manage & Track Product Operation SLA’s and operational KPIs for commercial, finance, and all functions contacts
Manage all back-office teams for all operational tasks
Manage any new assigned operational responsibility related to any function or stream
Support all orange money functions and outsourced functions with the operational support needed to be able to manage all their duties and functions
To be the focal point of contact and support with Finance, the call center, and any related operational work with any outsourced function with Orange Jordan
Manage all the operations with VISA and all card management systems, processors, and third parties
Manage all the operations with all business partners, third parties, with full support from internal and external streams
Enhance the support center and trouble ticketing Business
E-money management (creation/deletion/reconciliation) & float management within the whole system
Overall management and support for vendors, switches, streams, and key trade partners (business, distribution, cash partner, bill payment…) by providing prompt and proactive support in line with our Service Level Agreement
Ensure effective management of inventory and trade stock keeping units through effective forecasting and demand management
Responsibility for field force and agent base support - commission payment, monthly statement, performance tracking, sales force commission
Ensures all collections, payments, reconciliation, settlements, and receivables are processed in accordance with the approved processes
Report on service quality and partner/outsource performance

Qualifications:

University degree in Engineering, Computer Science or Information Management systems
More than 15 Years’ experience in managing operational technical positions
Fintech Services, Payments or Banking Industry operations experience is a plus

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