What you will do:

Operational Management

• Supervise and guide Operations officers to ensure efficiency and adherence to SOPs.
• Monitor operational KPIs (Payment success rates, repairs turn-around time). o Ensure smooth coordination between sales, customer care, credit, and aftersales teams.

Aftersales & Quality control

• Manage customer complaints and aftersales processes (repairs, replacements, insurance claims).
• Ensure turnaround times meet service-level agreements (SLAs).
• Process Improvement o Identify bottlenecks in payment, aftersales workflows and implement solutions.
• Develop and update standard operating procedures (SOPs).

Reporting & Compliance

• Prepare weekly and monthly reports on key metrics (customer satisfaction, repair backlog , reverse logistics).
• Ensure compliance with data protection, and consumer rights regulations.

What you will need:

• Bachelor’s degree in Marketing, Business, Communications, or a related field.
•  4–6 years of operations experience, preferably in fintech, asset financing, or telco.
•  Proven experience leading teams and managing cross-functional projects.
• Strong analytical, problem-solving, and reporting skills.
•  Familiarity with CRM/loan management systems and digital financial platforms.
•  Excellent communication, leadership, and stakeholder management abilities