Chief Operations Officer

Responsibilities

• Hands-on experience across defining, launching, implementing and managing operations for mid to large credit card portfolios including -
• Collection – Define, Implement and evolve collections strategy and operations, through inhouse and outsourced teams
• Fraud operations - Leverage sophisticated fraud detection platforms and strategies for application fraud and transaction fraud
• Contact Center – Ownall operations for omnichannel inbound customer support. Define processes, key KPI’s and operating model. Optimise to improve both customer outcomes and cost efficiency
• Financial Crime – Ensure all financial crime regulatory requirements are fulfilled and monitored.  
• Complaints Management – Take ownership for complaints management, ensuring fair handling, and regulatory compliance 
• KPI and Incident management – Own the development and continuous refinement of KPIs to measure and improve operational success. Drive transparency by reporting to the CEO and board and take proactive steps in managing and resolving any operational incidents swiftly.  
• Business Process Management – Define from scratch, monitor and manage all business processes needed to deliver a world class credit card operation.
• Change and Technology transformation – Ownership of outsourced operating platforms. Manage day to day change roadmap and performance KPI’s and lead the business in engaging with operations suppliers.  
• Start-up Expertise – Bring a hands-on approach to building operations from the ground up, balancing strategic oversight with operational execution in a fast-paced, evolving environment. 
• Supplier Management – Own, establish, manage, and optimize all supplier relationships, ensuring alignment with business objectives, cost-efficiency and scalable operation.  
• Team Leadership & Culture – Hire for, create and establish a high performing team of operational leaders who can “Do the right thing” for our customers and our business.
• Systems knowledge - In-depth knowledge of vendors and capabilities across all relevant systems including - Application Processing, Loan Origination, KyC / IDV, Processing, Digital Apps, Servicing Apps, Collections, Fraud, Data management etc. Hands on experience with Lowcode / nocode Workflow engines, decision engines and case management platforms

Skills

• Experience in defining and running manual and automation processes to optimise operations including Collection Operations, Contact Center Operations, Fraud Operations, Dispute Operations, Production Operations, Application Processing Operations, Account Operations, Settlement Operations
• Engineering Mindset - Ability to operate from first principles, heavily leverages tools and technologies, high tech aptitude 
• Indepth knowledge and understanding of operational risk and related regulations
• Hands-on, Roll up your sleeves and get into the details attitude 
• Customer experience focused, ability to understand how processes and systems translate into customer outcomes 
• Operational Rigor 
• Leadership skills - Ability to identify, attract, inspire, train and retain the best talent and operate with a lean and efficient team 

Experience and Qualifications

• Demonstrable experience (preferably 15+ years) across heading operational functions (Customer Support, Complaints, Collections, Fraud) for large-sized credit card portfolio.
• Experience in launching and scaling credit card operations from inception, preferably in a start-up or high-growth environment.