Head of Operations, Payment Gateway & Fintech

The Company is seeking a Head of Operations to lead merchant onboarding, integrations, and customer support for a payment gateway. The role is responsible for building and developing teams, managing merchant activation and technical readiness, and maintaining consistent service standards. The successful candidate will oversee service levels, escalations, and major incidents while strengthening operational controls, procedures, and business continuity. Working across relevant business functions, they will address root causes, improve efficiency, plan staffing and budgets, and support reliable service as operations grow. Candidates should have at least eight years of experience in operations, service delivery, or a call centre environment, including three or more years managing team leaders or supervisors and shift-based teams. A degree in a relevant field is required, though comparable operational leadership experience may be considered; experience in payments, banking, or regulated transaction environments is advantageous. Applicants should have demonstrated responsibility for service levels, technical onboarding or implementation, operational budgets, incident management, and continuous support planning. Knowledge of payment processing, merchant due diligence, integrations, security and regulatory controls, and incident escalation is beneficial; a postgraduate business qualification or relevant professional certification is also an advantage.