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.