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1. Execution Governance for Growth & Go-to-Market (Dotted-line Leadership)

• Provide execution governance for growth initiatives sponsored by the CEO, ensuring coordinated delivery across Marketing and Product & Business Development (direct reports to CEO) and Operations teams.
• Run a structured operating cadence for go-to-market: initiative tracking, campaign readiness, launch checklists, and performance follow-up (conversion, activation, retention, community engagement, service impacts).
• Ensure end-to-end readiness in partnership with CTO (platform readiness), Customer Experience (service readiness), and Finance (commercial and budget reporting).
• Surface risks, dependencies, and trade-offs early and propose resolution options to CEO for timely decisions.

2. Operating Model, Service Delivery & Operational Readiness

• Design and continuously improve the end-to-end operating model (customer journeys, SOPs, RACI, escalation paths, service governance).
• Ensure operational readiness for launches, releases, and new initiatives including training, scripts, knowledge base, and support playbooks.
• Set operating discipline for quality, speed, and evidence-based execution suitable for regulated digital-asset services.

3. Customer Experience, Contact Center & Service Quality Leadership

• Own customer experience strategy and service delivery across channels (contact center, customer service, digital support).
• Define and manage service KPIs (SLA, AHT, FCR, CSAT, complaints, backlog, quality scores) and drive performance improvement plans.
• Ensure consistent customer communication standards, service recovery, and escalation handling.

4. Back-Office Operations, Workflow Controls & Cost-to-Serve

• Own back-office processing and operational workflows, including maker-checker principles, exception handling, and documentation discipline.
• Drive productivity, accuracy, and backlog control; manage operational capacity planning and cost-to-serve efficiency.
• Partner with Finance and Risk & Compliance to ensure operational controls and reporting discipline.

5. Dispute Resolution, Complaint Management & Customer Trust

• Establish and lead the dispute/complaint management framework: triage, investigation steps, evidence requirements, escalation, and closure standards.
• Ensure root-cause analysis and preventive actions are implemented with Technology, Product, and Operations teams.
• Maintain customer trust through disciplined, fair, and timely resolution processes.

6. Operational Governance, Risk, Vendor Oversight & Leadership

• Ensure operational governance, policy implementation, and audit readiness through strong documentation, controls, and compliance discipline.
• Oversee operational vendor performance (service tools, contact center support, operational service providers) and ensure SLA adherence.
• Build, develop, and lead high-performing teams with clear accountability, performance management, and a culture of ownership.

Education & Qualification:

• Bachelor’s degree in Business, Management, Finance, Technology Management, or related field; Master’s degree is an advantage.

Experience (Essential)

• 10+ years of leadership experience in operations, fintech/telecom/digital services, banking, payments, or regulated customer-facing platforms, including senior management responsibility.
• Demonstrated experience leading execution governance and performance management using operating cadence, KPIs, and disciplined follow-through.
• Proven ability to build operating models, lead service operations, and drive continuous improvement using metrics and governance.
• Strong stakeholder management across CEO-led commercial functions (Marketing, Product/BD), Technology, Risk & Compliance, and Finance; capable of driving cross-functional delivery without direct line control.

Experience (Highly Preferred)

• Experience in fintech, payments, digital assets, or telecom digital services is a strong advantage.
• Experience working with vendor-built platforms and managing vendor SLAs for production support and delivery.
• Experience with regulatory sandbox environments, audit readiness, or operational risk governance is an advantage.

Skills & Competencies

• Strong business acumen and execution leadership; comfortable owning outcomes and driving accountability.
• Data-driven mindset with strong analytical and problem-solving capability.
• Excellent communication and leadership presence; able to represent the business in senior stakeholder settings.
• High integrity, confidentiality, and customer-trust mindset in a regulated environment.

WORKING CONDITIONS

• Role is office-based and may require extended hours during major incidents, launches, or critical business periods.
• Strict confidentiality and disciplined governance are required due to exposure to sensitive business and customer information.