We are looking for a Head of POS Operations to build, standardize, and scale the operational backbone of our POS business. This role will partner closely with Product Managers to ensure that our large-scale distribution, inventory, repair, and support functions are optimized for efficiency, cost, and reliability.
The Head of POS Operations will not directly manage day-to-day ops managers; instead, they will own the processes, tools, resources, and training that enable these teams to consistently deliver on outcomes set by Product Managers.
This is a highly cross-functional role requiring deep operational expertise, strong stakeholder management, and the ability to drive clarity and discipline in a fast-moving environment.
Key Responsibilities
- Operational Excellence
- Design and implement standardized processes, playbooks, and SOPs across inventory, repair centers, insurance, and support.
- Establish KPIs, dashboards, and review mechanisms to track operational health (e.g., turnaround time, terminal utilization, SLA adherence).
- Drive continuous improvement initiatives to reduce cost, improve efficiency, and scale operations sustainably.
- Enablement & Capacity Building
- Ensure ops managers (inventory, insurance, repairs, support) have the tools, systems, and training needed to achieve their targets.
- Partner with engineering teams to define requirements for internal tools that support operations.
- Build and roll out training programs and capability frameworks for operational staff (e.g., regional managers, technicians).
- Partnership with Product
- Collaborate with Product Managers to translate operational realities into product requirements.
- Provide data-driven insights from the field to influence product and strategy decisions.
- Ensure alignment between product outcomes (set by PMs) and operational delivery capacity.
- Strategic Leadership
- Anticipate bottlenecks in distribution, repairs, and support as the business scales to hundreds of thousands of terminals.
- Lead vendor management for logistics, repair, or support-related partners.
- Serve as the voice of operational scalability in leadership discussions.
Qualifications
- 8+ years of experience in operations leadership roles (preferably in fintech, telco, FMCG, or other high-volume distributed businesses).
- Strong background in process design, scaling distributed operations, and building operational playbooks.
- Experience working in matrix structures — influencing without always having direct reports.
- Comfort working closely with product and engineering teams, translating operational needs into product features.
- Data-driven mindset with strong analytical skills (SQL/Excel/Tableau or similar preferred).
- Excellent communication, stakeholder management, and change management skills.
What we can offer you
- Culture: We put our people first and prioritize the well-being of every team member. We’ve built a company where all opinions carry weight and where all voices are heard. We value and respect each other and always look out for one another. Above all, we are human.
- Learning: We have a learning and development-focused environment with an emphasis on knowledge sharing, training, and regular internal technical talks.
- Compensation: You’ll receive an attractive salary, pension, health insurance, an annual bonus, plus other benefits.
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About the role
The Portfolio Manager is responsible for overseeing the loan portfolio and leading a team of Field Credit Officers within a specific state. This role involves setting performance targets, ensuring credit risk is managed effectively, maintaining a healthy loan portfolio, and driving growth of the business and loan products. The Portfolio Manager will collaborate closely with other departments (Products, Risk, Operations, etc.) to uphold credit policies and ensure successful loan disbursement and repayment.
Key Responsibilities
Team Leadership and Management
- Supervise, mentor, and provide guidance to Field Credit Officers (FCOs) within the assigned state.
- Set and communicate clear performance goals and objectives for the FCOs, ensuring alignment with the company’s overall targets and strategy.
- Conduct regular performance reviews, identify training needs, and foster professional growth among team members.
Portfolio Oversight and Growth
- Develop and implement strategies to grow a robust and profitable loan portfolio in the assigned state.
- Monitor and analyze overall portfolio performance, including loan approvals, disbursements, and repayments, to ensure targets are met.
- Identify trends and potential risks, taking proactive measures to mitigate any issues that could impact portfolio health.
Credit Risk Management
- Ensure adherence to the organization’s credit policies and procedures.
- Review and approve on loan applications recommended by FCOs, providing final credit decisions where necessary.
- Conduct periodic credit risk assessments and collaborate with the Regional Credit Manager and VP, Credit Portfolio Management to refine and enhance credit evaluation frameworks.
Compliance and Reporting
- Maintain compliance with regulatory requirements and internal policies related to credit operations and portfolio management.
- Prepare and present regular portfolio performance reports to Regional Credit Manager and VP, Credit Portfolio Management, highlighting key metrics, trends, and recommendations for improvement.
- Ensure all documentation and records are accurate, up-to-date, and in line with compliance standards.
Stakeholder Engagement
- Collaborate with cross-functional teams (Products, Operations, Risk, etc.) to ensure seamless loan disbursement and servicing processes.
- Develop and maintain strong relationships with business clients and community stakeholders to enhance the company’s market presence.
- Address and resolve escalated customer issues and inquiries related to the loan portfolio.
Process Improvement
- Identify process gaps and inefficiencies within credit administration, making recommendations for system and process enhancements.
- Stay informed of industry best practices, market trends, and competitor activities, adapting strategies as needed.
Qualifications
- Bachelor’s Degree (or higher) in Business, Finance, Economics, or a related field
- Minimum of 4-5 years of relevant experience in lending, credit, or portfolio management, with at least 2 years in a supervisory role.
- Demonstrable experience in credit risk analysis and financial analysis.
- Strong knowledge of regulatory requirements and compliance in the financial sector.
- Proven track record in managing and growing a loan portfolio in a fast-paced environment.
- Must be resident in the state of responsibility.
Relevant Skills
- Leadership & Team Management
- Analytical & Problem-Solving Skills
- Communication & Interpersonal Skills
- Strategic Thinking & Planning
- Attention to Detail
- Technology Proficiency
go to method of application »
The Portfolio Manager is responsible for overseeing the loan portfolio and leading a team of Field Credit Officers within a specific state. This role involves setting performance targets, ensuring credit risk is managed effectively, maintaining a healthy loan portfolio, and driving growth of the business and loan products. The Portfolio Manager will collaborate closely with other departments (Products, Risk, Operations, etc.) to uphold credit policies and ensure successful loan disbursement and repayment.
Key Responsibilities
Team Leadership and Management
- Supervise, mentor, and provide guidance to Field Credit Officers (FCOs) within the assigned state.
- Set and communicate clear performance goals and objectives for the FCOs, ensuring alignment with the company’s overall targets and strategy.
- Conduct regular performance reviews, identify training needs, and foster professional growth among team members.
Portfolio Oversight and Growth
- Develop and implement strategies to grow a robust and profitable loan portfolio in the assigned state.
- Monitor and analyze overall portfolio performance, including loan approvals, disbursements, and repayments, to ensure targets are met.
- Identify trends and potential risks, taking proactive measures to mitigate any issues that could impact portfolio health.
Credit Risk Management
- Ensure adherence to the organization’s credit policies and procedures.
- Review and approve on loan applications recommended by FCOs, providing final credit decisions where necessary.
- Conduct periodic credit risk assessments and collaborate with the Regional Credit Manager and VP, Credit Portfolio Management to refine and enhance credit evaluation frameworks.
Compliance and Reporting
- Maintain compliance with regulatory requirements and internal policies related to credit operations and portfolio management.
- Prepare and present regular portfolio performance reports to Regional Credit Manager and VP, Credit Portfolio Management, highlighting key metrics, trends, and recommendations for improvement.
- Ensure all documentation and records are accurate, up-to-date, and in line with compliance standards.
Stakeholder Engagement
- Collaborate with cross-functional teams (Products, Operations, Risk, etc.) to ensure seamless loan disbursement and servicing processes.
- Develop and maintain strong relationships with business clients and community stakeholders to enhance the company’s market presence.
- Address and resolve escalated customer issues and inquiries related to the loan portfolio.
Process Improvement
- Identify process gaps and inefficiencies within credit administration, making recommendations for system and process enhancements.
- Stay informed of industry best practices, market trends, and competitor activities, adapting strategies as needed.
Qualifications
- Bachelor’s Degree (or higher) in Business, Finance, Economics, or a related field
- Minimum of 4-5 years of relevant experience in lending, credit, or portfolio management, with at least 2 years in a supervisory role.
- Demonstrable experience in credit risk analysis and financial analysis.
- Strong knowledge of regulatory requirements and compliance in the financial sector.
- Proven track record in managing and growing a loan portfolio in a fast-paced environment.
- Must be resident in the state of responsibility.
Relevant Skills
- Leadership & Team Management
- Analytical & Problem-Solving Skills
- Communication & Interpersonal Skills
- Strategic Thinking & Planning
- Attention to Detail
- Technology Proficiency
Other Requirements
- High degree of integrity, professionalism, and confidentiality when dealing with sensitive information.
- Flexibility to travel for client visits, team meetings, and on-site evaluations as needed.
- Proactive and results-driven mindset, with a commitment to continuous improvement
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