Operation Team Manager - Fintech

Company Description iSON Xperiences is a customer experience and technology company focused on blending advanced AI solutions with human-centered service. The organization helps businesses transform operations through AI-powered customer engagement that enhances efficiency, scalability, and interaction quality. By combining innovation with empathy, iSON Xperiences supports clients in optimizing processes and delivering seamless experiences across channels. As a pioneer in AI-led customer operations, the company offers a dynamic environment for professionals interested in future-ready digital and operational roles.

Role Description The Operation Team Manager – Fintech will oversee daily operational activities for fintech programs, ensuring service quality, compliance, and performance targets are met. This full-time, on-site role based in Dubai involves managing and coaching teams, monitoring key metrics, and optimizing workflows to deliver consistent and efficient customer and transaction support. The role includes analyzing operational data, identifying process gaps, and implementing improvements in collaboration with stakeholders and cross-functional teams. The Operation Team Manager will also handle escalations, maintain adherence to regulatory and company standards, and support new initiatives, trainings, and performance reviews to strengthen team capability and operational excellence.

Qualifications

• Candidates should possess strong People Management and Team Management skills to lead, motivate, and develop diverse operational teams.
• Candidates should possess solid Operations Management and Analytical Skills to oversee processes, interpret data, and drive performance improvements.
• Candidates should possess effective Communication skills to collaborate with stakeholders, present insights, and manage escalations clearly and professionally.
• Relevant experience in fintech operations, contact center or customer experience environments, or financial services process management is beneficial.
• Ability to work in a fast-paced, target-driven setting, with strong problem-solving, decision-making, and organizational skills.
• Bachelor's degree in Business, Operations Management, Finance, or a related field, or equivalent practical experience.
• Familiarity with digital banking, payment systems, or compliance requirements in financial services is an advantage.