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.

Requirements:
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.