Position Title: Operations Manager.
Location: Saudi Arabia.
Company: Waffy (Fintech).
At Waffy, we are passionate about fostering a workplace culture where everyone feels empowered to thrive. We believe in inclusivity, fairness, and supporting our employees’ professional and personal growth. From competitive compensation and flexible work arrangements to impactful work and career development opportunities, Waffy provides an environment where you can grow, excel, and make a difference.
Role Overview:
As an Operations Manager at Waffy, you will oversee the daily operations, ensuring processes are efficient, customer-focused, and aligned with the company’s strategic objectives. You’ll manage the operations team, resolve customer challenges, and drive continuous improvement to enhance overall efficiency and service quality.
Key Responsibilities:
- Team Leadership:
- Manage and mentor the operations team, including first-line support staff.
- Set clear goals and performance metrics for the team, fostering accountability and productivity.
- Customer Experience:
- Oversee customer inquiry responses, issue resolution, and follow-up processes to ensure top-notch service.
- Analyze customer feedback to identify pain points and implement corrective measures.
- Operational Efficiency:
- Develop and optimize workflows to improve the efficiency of issue resolution and customer interactions.
- Monitor and report key performance indicators (KPIs) for operations and implement strategies to meet or exceed targets.
- Issue Management:
- Ensure customer issues are escalated and resolved promptly, coordinating with internal departments when necessary.
- Act as the escalation point for complex problems and manage customer expectations effectively.
- Process Improvement:
- Identify gaps in current processes and propose innovative solutions to address them.
- Implement tools and systems to streamline operations and enhance team performance.
- Collaboration:
- Work closely with cross-functional teams such as product, sales, and marketing to ensure smooth operational alignment.
- Facilitate communication between teams to resolve any operational challenges.
Requirements:
- 5+ years of experience in operations management, preferably in fintech, technology, or financial services.
- Proven track record of managing teams and improving operational processes.
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Strong leadership and team management skills.
- Exceptional problem-solving abilities with a focus on data-driven decision-making.
- Excellent communication skills in Arabic and English.
- Proficiency in operations tools, CRM software, and Microsoft Office Suite.
- Customer-focused, proactive, and adaptable to a fast-paced environment.
- High attention to detail and ability to manage multiple priorities.
What We Offer:
- A dynamic and innovative work environment.
- Competitive salary and benefits.
- Opportunities for professional development and career growth.
Joining Waffy means becoming part of a company that values diversity, transparency, and well-being. We are committed to nurturing talent, fostering open communication, and providing a collaborative environment where your voice is valued. With competitive compensation, flexible work options, and opportunities for meaningful work, Waffy offers not just a job but a chance to grow and thrive in your career.