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Job Title:

Head of Operations

Location:

Karachi

Department:

Operations

Role Overview

We are looking for a Head of Operations who can take end-to-end ownership of Oraan’s operations and lead the teams that make our products work every day. This role oversees user onboarding, KYC, payments & collections, and customer support, and is accountable for turning business goals into clear operational plans, priorities, and outcomes.

You will manage a team of 10+ people, work closely with product and engineering, and be expected to lead from the front: setting standards, coaching the team, and ensuring consistent, high-quality execution.

Key Responsibilities

1. Operational Leadership

• Own day-to-day execution across onboarding, KYC, payments & collections, and customer support.
• Define and maintain SLAs, daily/weekly rhythms, and checklists so operations run predictably and reliably.
• Ensure issues are surfaced early and resolved with clear ownership and follow-through.

2. People Management & Leadership

• Lead and develop an operations team of 10+ team members (including team leads and frontline staff).
• Set clear expectations, run regular 1:1s, and give structured feedback to improve performance and capability.
• Act as a role model for professionalism, ownership, and attitude — someone the team respects and finds easy to work with.

3. Process Design & Improvement

• Map, document, and continuously refine end-to-end workflows across all core ops functions.
• Reduce friction, error rates, and rework by improving processes and pushing for standardization where appropriate.
• Identify opportunities to simplify or automate operational work using tools, basic workflows, and better ways of working.

4. Cross-Functional Collaboration

• Work directly with Product and Engineering to translate operational pain points into product requirements and improvements.
• Provide a clear operational point of view in discussions on priorities, edge cases, and launch readiness.
• Coordinate with Finance and other teams so operational work aligns with broader business objectives and timelines.

5. Planning, KPIs & Reporting

• Define and track key operations KPIs such as turnaround times, SLA achievement, queue health, error rates, and CSAT/NPS.
• Use data to plan capacity, allocate team effort, and decide what the team should focus on week to week.
• Prepare concise, structured updates for senior leadership on performance, risks, and proposed actions.

6. Execution Discipline & Escalation Handling

• Ensure the team consistently meets daily, weekly, and monthly targets and deadlines.
• Oversee structured handling of customer escalations and critical issues, ensuring timely resolution and root-cause follow-up.
• Build a culture where commitments are taken seriously and “done well and on time” is non-negotiable.

What You’ll Bring

• 6–8 years of experience in operations, ideally in fintech, financial services, or a high-growth tech/startup environment.
• Proven track record of leading teams of 10+ people, including hiring, coaching, and performance management.
• Strong ability to understand business goals and translate them into clear operational priorities, workflows, and team focus.
• Excellent communication skills — spoken, written, and analytical — with the ability to brief junior team members and communicate clearly with senior leadership.
• Demonstrated experience designing, running, and improving end-to-end processes in an operations-heavy environment.
• Comfort with tools and data: CRMs, ticketing systems, spreadsheets, dashboards, and working with tech teams to make operations more efficient.
• A proactive, structured, and solution-oriented mindset — you bring energy and ideas, not just problems, and you follow through on execution.
• Alignment with Oraan’s mission and a genuine interest in building trustworthy financial products for users in Pakistan.

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