Chief Operating Officer

• Provide execution governance for growth initiatives sponsored by the CEO, ensuring coordinated delivery across Marketing and Product & Business Development and Operations teams.
• Run a structured operating cadence for go-to-market: initiative tracking, campaign readiness, launch checklists, and performance follow-up.
• Ensure end-to-end readiness in partnership with CTO, Customer Experience, and Finance.
• Surface risks, dependencies, and trade-offs early and propose resolution options to CEO for timely decisions.
• Design and continuously improve the end-to-end operating model (customer journeys, SOPs, RACI, escalation paths, service governance).
• Ensure operational readiness for launches, releases, and new initiatives including training, scripts, knowledge base, and support playbooks.
• Set operating discipline for quality, speed, and evidence-based execution suitable for regulated digital-asset services.
• Own customer experience strategy and service delivery across channels (contact center, customer service, digital support).
• Define and manage service KPIs (SLA, AHT, FCR, CSAT, complaints, backlog, quality scores) and drive performance improvement plans.
• Ensure consistent customer communication standards, service recovery, and escalation handling.
• Own back-office processing and operational workflows, including maker-checker principles, exception handling, and documentation discipline.
• Drive productivity, accuracy, and backlog control; manage operational capacity planning and cost-to-serve efficiency.
• Partner with Finance and Risk & Compliance to ensure operational controls and reporting discipline.
• Establish and lead the dispute/complaint management framework: triage, investigation steps, evidence requirements, escalation, and closure standards.
• Ensure root-cause analysis and preventive actions are implemented with Technology, Product, and Operations teams.
• Maintain customer trust through disciplined, fair, and timely resolution processes.
• Ensure operational governance, policy implementation, and audit readiness through strong documentation, controls, and compliance discipline.
• Oversee operational vendor performance (service tools, contact center support, operational service providers) and ensure SLA adherence.
• Build, develop, and lead high-performing teams with clear accountability, performance management, and a culture of ownership.

Bachelor’s degree in Business, Management, Finance, Technology Management, or related field; Master’s degree is an advantage.

• 10+ years of leadership experience in operations, fintech/telecom/digital services, banking, payments, or regulated customer-facing platforms, including senior management responsibility.
• Demonstrated experience leading execution governance and performance management using operating cadence, KPIs, and disciplined follow-through.
• Proven ability to build operating models, lead service operations, and drive continuous improvement using metrics and governance.
• Strong stakeholder management across CEO-led commercial functions (Marketing, Product/BD), Technology, Risk & Compliance, and Finance; capable of driving cross-functional delivery without direct line control.
• Experience in fintech, payments, digital assets, or telecom digital services is a strong asset.