Role and Responsibilities Customer Support Lead and oversee 24x7 global Customer Support operations across multiple corridors and payout networks. Serve as executive escalation point for key customers and high-impact operational issues. Establish and maintain governance frameworks for Incident Management, escalation control, and service quality standards. Take hands-on leadership during major incidents affecting banks, API connectivity, and transaction processing. Prepare and present operational reports, KPIs, and service performance updates directly to the CEO. Define, monitor, and improve department KPIs including SLA adherence, resolution time, first-contact resolution, and incident recurrence rate. Conduct departmental Risk Assessments to identify operational exposure, corridor instability, fraud risks, and process gaps. Drive preventive and data-driven initiatives to reduce manual intervention, compensation exposure, and operational losses. Lead workforce planning, performance management, hiring, and leadership development across a multi-tier support structure. Product Operations Lead Product Operations to ensure scalability, reliability, and operational readiness of all remittance and payment products. Act as the operational bridge between Technology, Compliance, Banking partners, and Customer Support. Provide 3rd layer (L3) support for incident management, serving as senior escalation point for critical API, integration, bank connectivity, and transaction flow issues. Manage change management requests from internal stakeholders and external clients, ensuring proper impact assessment, risk evaluation, and controlled implementation. Collaborate with Product teams on roadmap prioritization and backlog planning, ensuring alignment with operational insights, customer impact, and business objectives. Define and recommend priority enhancements based on transaction performance data, SLA impact, customer feedback, and effort assessment. Support product proposition refinement and UX improvements. Drive end-to-end operational readiness for new product launches, corridor expansions, and bank integrations. Provide end-to-end support for complex technical and transaction-related issues affecting clients and internal stakeholders. Serve as senior escalation point for critical API, integration, bank connectivity, and transaction flow issues. Conduct structured post-launch risk assessments covering transaction flow, rejection handling, support load, and operational impact. Manage operational lifecycle from launch preparation to Business-As-Usual (BAU) stabilization. Monitor product health metrics including transaction success rate, rejection trends, bank uptime, and corridor stability. Analyze market trends, user behaviour, and operational data to identify improvement and innovation opportunities. Serve as key liaison for critical customers during product-related escalations and SLA discussions. Demonstrate strong troubleshooting expertise with deep understanding of remittance transaction flows and banking integrations. Drive automation and process improvements to improve STP rate, reduce manual intervention, and enhance product stability. Conduct product training sessions and develop operational documentation for internal stakeholders. Key Deliverables & KPIs Ownership SLA adherence and service quality performance Transaction success rate and corridor stability Reduction in incident recurrence and manual intervention Operational risk mitigation and loss reduction Successful and controlled new partner integrations Executive-level reporting accuracy and transparency
