Head of Operations

Job Description: We are seeking a strategic and experienced Head of Operations & Call Center to lead the operational and customer service teams of our Remittance and Forex business . This senior leadership role is crucial to overseeing the efficiency and effectiveness of both our operational processes and call center teams, which will serve as a shared service center supporting our global operations. The ideal candidate will ensure seamless day-to-day operations, maintain high-quality customer service standards, and foster continuous growth in the business's remittance and forex services. Key Responsibilities: System Setup & Agent Management:

• Oversee the creation and setup of master accounts, branch accounts, and commission structures.
• Configure account sharing and manage corridor permissions to ensure smooth operations.
• Ensure regular balance confirmations with accounts.

• Train sending agents on the use of the GCC Remit web portal.
• Provide training for payout agents to effectively use the web portal for payouts.
• Offer ongoing support to agents to resolve system-related queries.

• Collaborate with the treasury team to ensure competitive FX rates for sending agents.
• Continuously monitor and analyze FX margins to maintain competitiveness.

• Review, prepare, and finalize agreements and addendums for both sending and receiving agents.

• Respond to queries from sending agents, including system issues, rates, limits, and service delays.
• Handle requests for new corridor access and resolve service-related issues with payout partners.
• Work with internal departments (customer support, accounts) to address service issues, fund shortages, and technical challenges.

• Lead and manage operational and call center staff to ensure smooth business operations.
• Coordinate across teams to ensure efficiency, alignment, and successful issue resolution.

• Follow up with agents to ensure pending documents are submitted for compliance.
• Work closely with customer service, compliance, and accounts teams to expedite agent queries and improve operational efficiency.

• Manage transaction flows, activating or rerouting transactions to payout agents based on rates, service quality, and fund availability.

• Identify opportunities to expand corridors for sending agents and improve service offerings.
• Engage with agents showing declining business to understand challenges and offer solutions.
• Work with internal teams to find innovative solutions to operational issues.
• Negotiate with payout partners to secure favorable FX rates and reduce costs.

• Lead the call center team, ensuring high levels of customer satisfaction and operational efficiency.
• Develop and implement call center strategies to handle inbound and outbound customer inquiries related to remittance and forex services.
• Monitor and maintain service levels, ensuring timely responses to customer queries and resolution of issues.

• Proven operations management experience in remittance, forex, or financial services industries with 6-10 years of experience
• Strong leadership skills with the ability to manage both operational teams and call center functions.
• In-depth understanding of FX rates, agent management, and customer service operations.
• Exceptional problem-solving, negotiation, and communication skills.
• Ability to manage complex tasks and teams in a fast-paced environment.

• Career growth opportunities in a dynamic and growing business.
• A collaborative work environment that values innovation and excellence.