Operations Manager
# Operations Manager **Bee IT LLC** · Dubai · `On-site` 🕒 **Статус:** *Опубликовано: 9 дней назад* · *Источник: Indeed* --- ### About the Role Date posted: September 17, 2026 Pay: 10,000.00 (AED) - 15,000.00 (AED) per month Job description: OPERATIONS MANAGER – PAYMENTS, RISK & FRAUD & CUSTOMER SUPPORT Job Title: Operations Manager – Payments, Risk & Fraud & Customer Support Department: Operations – Payments, Risk & Fraud & Customer Support Reporting To: Head of Operations Direct Reports: Team Leads – Payments, Risk & Fraud & Customer Support Job Location: Dubai, UAE Experience: Minimum 5–7 years of relevant operational experience, including at least 2–3 years in a managerial role Qualification: Bachelor’s degree or equivalent Job Summary We are looking for an experienced Operations Manager – Payments, Risk & Fraud & Customer Support to oversee the end-to-end operational performance of these three key functions. The Operations Manager will manage the Team Leads responsible for the three rotational shifts and ensure continuous 24/7 operational coverage, effective customer support, accurate and timely payment processing, strong fraud and risk controls, and appropriate management of operational incidents and escalations. The role will be responsible for overall team performance, manpower planning, KPI and SLA achievement, process governance, quality standards, stakeholder coordination, reporting, and continuous operational improvement. Key Responsibilities 1. Overall Operations Management - Oversee the daily operations of the Payments, Risk & Fraud, and Customer Support teams across all three shifts. - Ensure effective 24/7 operational coverage and continuity across all functions. - Manage and provide direction to Team Leads responsible for shift operations. - Ensure operational priorities, workloads and responsibilities are clearly communicated across shifts. - Monitor overall operational performance and intervene where service levels, quality or business continuity are at risk. - Ensure effective shift handovers and clear ownership of outstanding issues. 2. Team Leadership & People Management - Lead, coach and develop Team Leads and their respective teams. - Conduct regular one-to-one meetings and performance reviews with Team Leads. - Set clear expectations, KPIs and performance standards for each operational function. - Review attendance, productivity, quality, employee performance and staffing requirements. - Identify training and development needs across the teams. - Work closely with HR on recruitment, onboarding, performance management, disciplinary matters and succession planning. - Develop Team Leads to independently manage their shifts and make appropriate operational decisions. 3. Payments Operations - Oversee the overall performance of deposit, withdrawal and transaction-processing activities. - Monitor payment success rates, pending transactions, payment gateway performance and PSP-related issues. - Ensure payment processing meets agreed TAT and accuracy standards. - Review significant payment discrepancies, failed transactions, reconciliation issues and high-value cases escalated by Team Leads. - Coordinate with banks, payment partners and relevant internal stakeholders when necessary. - Ensure payment-related incidents are investigated and appropriately documented. 4. Risk & Fraud Management - Oversee the monitoring, investigation and management of suspicious customer and transaction activity. - Ensure fraud cases such as chargebacks, bonus abuse, collusion, account takeover and suspicious transaction patterns are appropriately investigated. - Review major fraud incidents and high-risk cases escalated by Team Leads. - Monitor fraud trends and emerging patterns and implement appropriate preventive controls. - Ensure fraud-related policies, procedures and controls remain effective and are consistently followed. - Work closely with Payments and Customer Support teams to ensure appropriate customer verification and fraud prevention. 5. Customer Support Management - Oversee the overall quality and effectiveness of Customer Support operations. - Ensure customer enquiries across available channels are handled professionally and within agreed response and resolution times. - Monitor customer complaints, escalations, pending cases and recurring issues. - Review serious or sensitive customer escalations raised by Team Leads. - Ensure effective coordination between Customer Support, Payments and Risk & Fraud teams. - Monitor customer service quality and identify opportunities to improve customer experience. 6. KPI, SLA & Performance Management - Establish and monitor operational KPIs and SLAs for all three functions. - Review daily, weekly and monthly performance reports. - Track metrics including: - Payment TAT and accuracy - Payment success and failure rates - Pending transaction ageing - Customer response and resolution times - Customer service quality - Fraud detection and investigation performance - Escalation volumes and resolution times - Productivity and quality scores - Attendance and staffing levels - Identify performance gaps and implement corrective action plans. - Present operational performance and key issues to senior management. 7. Incident & Escalation Management - Act as the senior operational escalation point for critical issues. - Manage significant payment failures, system issues, fraud incidents, customer-impacting incidents and other operational disruptions. - Ensure Team Leads escalate critical incidents promptly with complete and accurate information. - Coordinate with relevant departments and external partners during incidents. - Ensure major incidents are properly documented, investigated and followed through to resolution. - Conduct post-incident reviews and implement preventive actions where required. 8. Manpower & Shift Planning - Ensure sufficient manpower across all three shifts based on operational volumes and business requirements. - Review Team Lead rosters and staffing plans. - Forecast manpower requirements based on transaction volumes, customer demand and business growth. - Ensure appropriate backup and contingency coverage for absences and peak periods. - Work with HR on recruitment requirements and workforce planning. 9. Processes, SOPs & Controls - Ensure all teams follow approved SOPs, policies and operational controls. - Regularly review and improve operational procedures. - Ensure SOPs remain updated when payment methods, systems, processes or risk controls change. - Strengthen internal controls to reduce errors, fraud exposure and operational risk. - Conduct periodic reviews and audits of operational activities. - Ensure clear documentation and accountability across all functions. 10. Cross-Functional Coordination - Work closely with Product, Technology, Finance, Compliance, CRM, VIP, Acquisition and other relevant departments. - Ensure operational issues affecting customers or transactions are communicated to the appropriate stakeholders. - Coordinate system enhancements, payment integrations and operational improvements. - Provide operational input on new products, markets, payment methods and process changes. 11. Reporting & Management Updates - Prepare regular operational reports for senior management. - Highlight significant incidents, operational risks, fraud trends, payment issues and customer-service concerns. - Provide recommendations and action plans for identified issues. - Maintain visibility of major pending items and ensure accountability until closure. Key Skills & Competencies - Strong operational and people-management skills. - Strong understanding of Payments, Risk & Fraud and Customer Support operations . - Experience managing 24/7 or shift-based operations. - Strong analytical and problem-solving abilities. - Good understanding of payment gateways, PSPs, transaction flows and reconciliation. - Good understanding of fraud monitoring, investigation and operational risk controls. - Strong customer-service and escalation-management skills. - Ability to manage multiple priorities and make sound decisions under pressure. - Strong stakeholder-management and communication skills. - Strong reporting and data-analysis capability. - Proficiency in Excel/Google Sheets, dashboards, ticketing tools and operational systems. - Strong ownership, accountability and attention to detail. What We Look For We are looking for a manager who takes ownership of the entire operational function rather than managing Payments, Risk & Fraud and Customer Support as separate silos. The ideal person should be able to lead the Team Leads, maintain control of 24/7 operations, identify risks early, manage critical escalations, use operational data to make decisions, develop the team, and continuously improve the overall efficiency and customer experience. Work Location: In person Pay: AED1.00 - AED16,000.00 per month Work Location: In person
Наблюдалась 2026-09-30, впервые 2026-09-21, источник — Indeed.