Manager - Service Operations

We are seeking a highly capable Manager - Service Operations to drive end-to-end operational excellence across our financial services platform. This role is responsible for overseeing system-level service configurations (fees, limits, and controls), managing third-party vendors with strict SLA tracking, and directing day-to-day Payroll, Wages Protection System (WPS), and Card Operations.

The ideal candidate will ensure reliable service delivery, robust regulatory compliance, and continuous improvement through process optimization and operational scalability.

Key Responsibilities

1. Service Configuration & Management

• Own and manage complex service configurations across internal and external systems.
• Ensure the accurate setup and ongoing maintenance of products, services, limits, fees, and control parameters.
• Coordinate directly with IT and Product teams to manage configuration changes, system enhancements, and new platform releases.
• Maintain comprehensive configuration documentation, Standard Operating Procedures (SOPs), and strict change logs.

2. Third-Party Coordination & SLA Management

• Act as the primary point of contact for external service providers, including processors, payroll partners, WPS agents, and technology vendors.
• Define, monitor, and enforce service level agreements (SLAs) to guarantee optimal platform performance.
• Conduct regular service reviews, vendor performance assessments, and lead operational escalation management.
• Coordinate rapid issue resolution, detailed root cause analysis (RCA), and implement preventive actions with partners.

3. Payroll & WPS Operations

• Manage end-to-end payroll processing and WPS file submissions in strict compliance with UAE Central Bank and MOHRE regulations.
• Ensure timely validation and high-accuracy submission of corporate salary processing.
• Efficiently handle payroll exceptions, file rejections, and refund processing.
• Liaise with the Central Bank, WPS Processors, Corporate Clients, and internal departments for seamless payroll execution.

4. Cards Operations

• Oversee daily card operations including issuance, activation, transaction processing, and chargeback lifecycles.
• Manage all card lifecycle activities including replacements, renewals, blocking, and unblocking.
• Coordinate with card processors, prominent Card Networks (Visa, Mastercard, Jaywan), and card vendors for operational issues and feature enhancements.
• Handle card-related exceptions, customer disputes, and partner escalations in coordination with internal risk and external teams.

Core Competencies

• Operational Excellence: Strong ability to manage end-to-end financial operations, ensure service stability, and drive continuous process improvement.
• Process Improvement: Experience driving operational efficiency through automation, standardization, and scalable process design.
• Vendor & SLA Management: Proven capability in monitoring external partners, handling critical escalations, and ensuring swift issue resolution.
• Cards Operations Expertise: In-depth understanding of card lifecycle management, transaction processing, chargebacks, settlements, and scheme compliance (Visa, Mastercard, Jaywan).
• Payroll & WPS Operations: Robust knowledge of UAE payroll processing, WPS file structures, reconciliations, exceptions, and compliance standards.
• Communication & Leadership: Clear communication style, strong documentation skills, and the cross-functional capability to collaborate with Technology, Product, Compliance, and Finance teams. +1

Required Qualifications & Experience

• Education: Bachelor’s degree in Finance, Business Administration, or a related professional field.
• Platform Experience: Hands-on experience working directly with card processing platforms, payroll/WPS systems, and formal banking/fintech operational workflows.
• Scheme Knowledge: Direct experience working alongside card schemes (Visa, Mastercard, Jaywan) and third-party financial processors.
• Documentation: Strong technical writing skills for composing SOPs, visual process flows, and operational manuals.
• Attributes: Exceptional attention to detail with a proven ability to manage multiple operational priorities under strict regulatory deadlines.