Lead of Operations Services
We are Qualco Group, a leading fintech organisation with over 25 years of experience delivering innovative technology solutions to banks and financial institutions. Serving clients in over 30 countries, we leverage advanced technologies, such as AI and analytics, to develop proprietary software and platforms that accelerate digital transformation and generate lasting value for businesses, society, and the broader economy.
The Lead of Operations Services owns customer onboarding, complaints, reconciliation, merchant operations, payments, outsourcing oversight, and the regulatory-compliance interfaces scoped to these services. Early on, the successful candidate executes directly; as the business grows, builds the processes and team to take over.
Key Responsibilities
Operating Model & Day-to-Day Operations
- Own the services operating model — processes, controls, and service targets for onboarding, support, merchant operations, and outsourcing — built automation-first so the operation scales on throughput rather than headcount; adding people is a case made against a demonstrated automation ceiling, not the default response to rising volume
- Own straight-through processing rate as the headline operational KPI — the share of onboa
