Operations Manager

Summary

Join EBANX and help expand access to payments and technology in dynamic global markets. As the operational excellence owner for EBANX's payment processing in MENA, starting with Egypt, you will ensure stable and competitive payment operations. Master partner relationships, command incident resolution, and use data to drive continuous improvement, ensuring flawless merchant service. You will be responsible for monitoring performance metrics, acting as the technical point of contact for partners, proactively analyzing data for improvements, and providing strategic support to leadership. Incident leadership, stakeholder communication, post-mortem analysis, and KPI ownership are key responsibilities. You will also deliver BEAT reports, translate operational data into intelligence for other departments, and provide expert-level support to Technical Account Managers.

Responsibilities

• Operational Health Ownership: Serve as the direct operational owner of our key payment partners in Egypt and in the future other markets in the MENA region, with an initial focus on Fawry. This includes daily monitoring of performance metrics such as transaction success rates, API health, and settlement accuracy
• Technical Point of Contact: Build and maintain a strong, collaborative relationship with the operational and technical teams at our partners, acting as the first point of contact for any operational queries, investigations, or integration adjustments
• Proactive Improvement: Proactively analyze partner performance data to anticipate issues, recommend technical or process improvements, and drive the implementation of solutions that enhance stability and efficiency
• Strategic Support: Provide the MENA Director with the operational data and expert insights necessary to inform commercial strategy, negotiations, and partner review meetings
• Incident Leadership: Act as the designated "Incident Commander" for any payment operations issues in the market. Lead the response by coordinating all necessary internal teams (Engineering, Product, Command Center) and external partners to ensure swift diagnosis and resolution
• Stakeholder Communication: Serve as the single source of truth during an incident, providing clear, accurate, and timely updates to all internal stakeholders
• Post-Mortem & Accountability: Drive the post-incident review process, ensuring a formal Root Cause Analysis (RCA) is obtained from the relevant partner and that all preventative actions are documented and implemented
• KPI Ownership: Define, track, and own the key operational KPIs for the Egyptian market. Be accountable for the performance and the story behind the numbers and data extraction for specific analysis. Coordinate with Data Team the creation of Dashboards and elaborate data visualizations/analysis
• BEAT Report Delivery: Lead the creation and monthly presentation of the BEAT (Benchmark, Evaluation, Action, Tracking) report . This strategic analysis will provide senior leadership with a clear assessment of the market's operational health and a set of concrete, data-backed actions for improvement
• Business Intelligence: Translate operational data into crucial intelligence for other departments, supporting Finance with reconciliation accuracy, Product with feature performance analysis, and Account Management with merchant-facing insights
• Expert-Level Support: Function as the highest-level operational support specialist for our Technical Account Managers (TAMs). Take ownership of complex merchant-related operational issues and drive them to resolution
• Product & Growth Consultation: Act as the local subject matter expert for the Product organization. Provide critical operational insights and feasibility assessments for the evaluation and launch of new payment methods and features in Egypt

Benefits

• Performance Bonus: Annual bonus program based on company results
• Meal Allowance: Monthly allowance to support your meals
• EBANX Education: Financial assistance for undergraduate, graduate, and MBA programs to support your professional growth
• EBANX Skills: Dedicated budget for courses, certifications, and workshops to encourage continuous learning
• Language Classes: Language classes to support your personal and professional development
• Health & Well-being: Medical and dental plans with extensive coverage, including support for dependents and wellness programs
• Flexible Work Culture: Semi-flexible hours, additional day off on your birthday, and year-end break to support work-life balance
• Well-being Program: Access to activities and resources that promote physical and mental health