Chief Operating Officer

The Chief Operating Officer is responsible for ensuring efficient systems, customer satisfaction, compliance and continuous improvement.

The Chief Operating Officer shall have the following major duties and responsibilities:

1. 1. Manages the day-to-day operations of POS systems, ensuring they are functioning correctly and efficiently. This includes troubleshooting technical issues and coordinating with Technology Department when necessary;
2. 2. Manages the operations of the payment gateway platform, ensuring secure and smooth transactions for customers. This involves monitoring transaction processes, resolving payment-related issues, and ensuring compliance with industry standards and regulations;
3. 3. Supervises and coordinates the activities of the operation and customer support teams responsible for POS and payment gateway operations. This includes hiring, training, scheduling, and performance management of staff;
4. 4. Identifies opportunities for process improvements in POS and payment gateway operations to enhance efficiency, accuracy, and customer satisfaction. This involves implementing new technologies, streamlining procedures, and optimizing workflow;
5. 5. Collaborates with POS system providers, payment gateway vendors, and other third-party service providers to ensure seamless integration and performance of systems. This involves contract negotiation, vendor selection, and ongoing relationship management;
6. 6. Analyzes transaction data, performance metrics, and other relevant data to identify trends, patterns, and areas for improvement. Generates regular reports to inform decision-making and strategy development;
7. 7. Ensures compliance with industry regulations and standards related to POS systems and payment processing, including PCI-DSS (Payment Card Industry Data Security Standard). Implementing security measures to protect customer data and prevent fraud;
8. 8. Provides support to customers and internal stakeholders regarding POS system and payment gateway operations. This involves responding to inquiries, troubleshooting issues, disputes related to payments and providing guidance on system usage;
9. 9. Identifies and mitigates risks associated with POS and payment gateway operations, such as potential security vulnerabilities, system failures, and fraudulent activities;
10. 10. Manages payment transaction processes;
11. 11. Manages merchant agreements and deploys POS terminals;
12. 12. Oversees all payment processing activities from merchant recruitment to transaction settlement.
13. 13. Handles customer complaints, refunds, and account inquiries; and
14. 14. Sets performance goals and conducts regular performance evaluations to ensure the team’s effectiveness and efficiency.

Qualification/Experience

Education:

Master’s degree in Business Administration, Finance, Economics or related field. Bachelor degree in combination with two additional years of qualifying experience may be accepted in lieu of the master degree.

Experience

• * At least 7 years proven experience in performing complex operations, ideally in digital payments, financial technology (fintech), or related industries such as banking or telecom. Out of which 2 years in managerial position.
• * A deep understanding of digital payment systems, financial regulations (e.g., AML/KYC requirements), and the competitive fintech landscape.
• * Demonstrated success in scaling operations, preferably at a high-growth tech or fintech company, ensuring efficient and sustainable growth.
• * Knowledge of customer relationship management (CRM) systems, customer success processes, and how to enhance the customer journey within digital finance.