Head of MFS Operations

Operational Leadership & Team Management 

• Lead, mentor, and manage a large operations team to ensure high performance, accountability, and operational efficiency. 
• Develop a collaborative and solution-oriented work culture focused on ownership, service excellence, and continuous improvement.
• Monitor team productivity, operational KPIs, and service quality standards to ensure business objectives are achieved.
• Ensure proper resource planning, shift management, and workload distribution for uninterrupted operational support 24/7.

MFS Operations & Service Management

• Oversee day-to-day operations of large-scale, high-volume MFS platforms and services.
• Ensure operational stability, service availability, and efficient incident handling across all operational domains.
• Support and supervise SOC (Security/Service Operations Center) activities including monitoring, alert management, escalation handling, and service restoration.
• Coordinate with internal and external stakeholders to ensure smooth operational execution and issue resolution.

Stakeholder & Business Coordination

• Act as a liaison between Business and Technology teams to ensure clear communication and alignment of operational priorities.
• Translate business requirements into functional and technical specifications for implementation by technology teams.
• Ensure timely delivery of operational support, system changes, and service requests aligned with business expectations.

Compliance, Governance & Risk Management

• Ensure all operational activities comply with regulatory requirements, organizational policies, and governance frameworks.
• Identify operational risks proactively and implement mitigation plans to minimize business impact.  
• Maintain audit readiness and ensure proper operational documentation, process adherence, and control mechanisms.

Incident & Problem Management

• Lead operational and technical teams during major incidents, service disruptions, or downtime situations.
• Ensure timely incident escalation, stakeholder communication, and service recovery. 
• Drive Root Cause Analysis (RCA) activities and ensure corrective and preventive actions are implemented effectively. 

Process Improvement & Automation

• Identify opportunities for operational optimization, automation, and process enhancement.
• Reduce manual operational dependency through innovative solutions and workflow improvements.
• Contribute to strategic operational initiatives to improve efficiency, scalability, and customer experience.

Reporting & Data Management

• Maintain strong understanding of MFS database structures and operational data flows.
• Support business and management teams with accurate reports, analysis, and operational insights.
• Ensure reporting accuracy based on defined business logic and operational requirements.

Management Support & Availability

• Provide management-level operational support on a 24/7 basis when required.
• Respond effectively to business-critical operational, technical, and customer-impacting issues.

• 8 to 12 years
• The applicants should have experience in the following business area(s): Banks, Telecommunication, Financial Technology (Fintech) Startup

• Bachelor of Science (BSc)

• Concentration in Computer Science & Engineering / Information Technology / Electrical & Electronic Engineering, or related discipline from a recognized university.
• Master’s degree or relevant professional certifications will be considered an added advantage.

• Age At least 25 years

SKILLS REQUIREMENT:       

Technical skills / Competencies required:  

• Strong understanding of Mobile Financial Services (MFS) operations and ecosystem. 
• Knowledge of microservices / micro-component-based system architecture. 
• Experience in large-scale operational management and service monitoring. 
• Strong understanding of incident management, escalation handling, and RCA processes. 
• Familiarity with SOC/NOC operational processes and 24/7 service management. 
• Knowledge of database structures, SQL/query concepts, and operational reporting. 
• Understanding of regulatory compliance, operational governance, and risk management frameworks. 
• Experience with monitoring and observability tools such as Grafana, Kibana, or similar platforms. 
• Ability to convert business requirements into technical or functional specifications. 
• Process improvement and operational automation capability.        

Soft Skills required:  

• Strong leadership and people management capability. 
• Excellent stakeholder management and cross-functional coordination skills. 
• Strong analytical thinking and problem-solving ability. 
• Effective communication and presentation skills. 
• Decision-making ability under pressure and during critical incidents. 
• Strong ownership, accountability, and result-oriented mindset. 
• Ability to work in fast-paced and high-pressure operational environments. 
• Conflict management and negotiation skills. 
• Continuous improvement and innovation mindset. 

Experience Required: 

• Minimum 8–12 years of experience in Technology Operations, Digital Financial Services (DFS), Mobile Financial Services (MFS), or related operational domains. 
• Minimum 3–5 years of experience in leadership or team management role managing large operational teams. 
• Proven experience in handling large-scale transaction platforms, critical incident management, and operational governance. 
• Experience in highly available 24/7 operational environments is preferred. 

Other Requirement: 

• Willingness to provide 24/7 operational and management support when required. 
• Strong understanding of telecom, fintech, or digital financial ecosystem will be preferred. 
• Ability to manage multiple priorities and critical operational situations simultaneously. 
• High level of integrity, professionalism, and compliance awareness. 
• Capability to work effectively with cross-functional teams, vendors, regulators, and business stakeholders. 
• Strong adaptability to changing technologies, operational models, and business requirements. 

• Provident fund,Medical allowance,Mobile bill,Weekly 2 holidays,Insurance
• Salary Review: Yearly
• Festival Bonus: 2