Operations Manager

**POSITION OVERVIEW**

**Service Delivery and Operations Management**
- Ensures that all client Key Performance Indicators (KPIs) are met or exceed expectations.
- Ensures that regulatory and non-regulatory requirements related to AML, CTF, Sanction list screening, PEP are compliant all the time through various CDD and EDD efforts like KYB, KYC, Transaction Monitoring, adverse media check, etc.
- Ensures that all client related processes as well as task updates are followed by the team;
- Continuously plan and implement operational improvements.
- Anticipates and forecasts internal and external threats that might affect operations / capacity.
- Devises data-driven, creative and win-win solutions to mitigate risks or address existing problems.
- Creates a prepared and viable succession plan.
- Keep employee attrition at a minimum.
- Routinely review quality standards.

**Client Satisfaction and Account Management**
- Find win-win solutions in handling client complaints and escalations in a timely manner.
- Find win-win solutions in handling client complaints and escalations in a timely manner.
- Maintain a good to high NPS score from the clients assigned to you.
- Regularly communicate with the client to better understand current and future needs that might generate more revenue for Payreto.
- Exert best efforts to retain clients without compromising Payreto’s operations and profitability.
- Create and draft contract amendments if necessary.

**Sales**
- Participate in project scoping for potential clients.
- Assist in the creation of a profitable proposal for potential clients.
- Assist in drafting of contract.

**Product Development**
- Actively participate in AML Compliance and Transaction Monitoring product development discussions.
- Help find solutions for Payreto to use in the AML Compliance and Transaction Monitoring Space.

**Project Management**
- Assist in the planning and implementation of new client project/s.
- Ensure that all project tasks and milestones are accomplished on-time and within budget for the products assigned to you.
- Regularly keep all Notion Pages up-to-date under his/her wing.

**Internal Compliance and Audit**
- Implement necessary corrective and/or disciplinary action to team members.
- Ensure that Payreto is compliant to all client and Payreto Internal Audit standards.

**People Management**
- Regularly conduct performance reviews of Team Leads, supervisors or any job role directly reporting to you.
- Regularly coach and mentor direct reports.
- Maintain high employee satisfaction and morale.
- Participate in the improvement of training to enable employees.
- Develop employees to become future leaders for Payreto
- Maintain high employee engagement within the team.

**Financial Management**
- Ensure that all financial KPI targets set by Payreto management are met through your management of operations.
- Ensure accurate, complete and on-time generation of client invoices.
- Assist Head of Operations in keeping the operations within the company budget.

**Other Tasks**
- Ensure that data is accurately entered and managed within the company’s CRM or other sales management system
- Understand the company’s goal and purpose so that it will continually enhance the company’s performance.
- Submit progress reports and ensure accuracy of data
- Assist in adhoc work assigned by immediate supervisor.
- Extend work hours when needed.
- High quality and reliable operations of projects assigned.
- Compliance to Payreto and Client requirements.
- Provide leadership.
- On time delivery of the output for tasks assigned for the client.
- Quality and accuracy of the output for the task assigned.
- Efficiency of delivery of the task assigned.
- Clear and timely communication and the client.
- Adherence to schedules.
- Adherence to standards of the field.
- Keep yourself up to date with the information and best practices of your field of specialization.

**WHAT SHOULD YOU HAVE?**
- Bachelor’s degree in Business, Finance, Economics, Legal Management, and Communication.
- At least 3 yrs. of leadership / management experience.
- Must have advanced proficiency in MS Office Suite, experience in G Suite (Google) is a plus.
- Very strong verbal and written skills.
- Outstanding cognitive, comprehension, and strong analytical skills
- Proven business acumen and has tenacity to always continue without seeing immediate success (displaying entrepreneurial qualities.
- Has Strong Subject Matter Knowledge (SME) in the Digital Banking, Payments, Remittance Space and would
- understand a variety of topics.
- Has an ability to dig deeper on the topics.

**Shift Schedule**
- 1:00 PM - 10:00 PM (GMT +7)

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