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Full-time
Head of Operations Job at EBC
EBC
Job Description
Our client is looking for a Head of Operations who will be responsible for providing strategic and operational leadership across all operational functions within the device financing business, including onboarding, device distribution, customer servicing, repayments, collections support, and process optimization.
Duties, Roles and Responsibilities
- Developing and implementing operational strategies aligned with the company’s growth objectives.
- Overseeing end-to-end operations for device financing products, particularly mobile phone financing.
- Defining and monitoring operational KPIs, SLAs, and performance benchmarks.
- Leading operational scaling as the business expands into new regions or channels.
- Designing, standardizing, and continuously improving SOPs across operations.
- Ensuring efficient turnaround times for onboarding, approvals, activations, and issue resolution.
- Monitoring operational risks, losses, and inefficiencies and implementing corrective actions.
- Overseeing dealer onboarding, compliance, and operational performance.
- Working closely with Sales leadership to ensure smooth dealer operations and customer experience.
- Resolving high-level dealer and customer escalations.
- Collaborating with Credit, Risk, and Collections teams to maintain healthy portfolio quality.
- Monitoring early delinquency trends, fraud indicators, and operational losses.
- Leading and developing Operations Managers, Supervisors, and teams.
- Setting departmental goals and conducting performance reviews and succession planning.
- Managing operational budgets and resource allocation.
- Overseeing core lending systems, dealer management platforms, and CRM tools.
- Partnering with Product and IT teams to drive system improvements and automation.
- Ensuring data integrity, reporting accuracy, and system controls.
- Ensuring full compliance with regulatory requirements, internal policies, and audit standards.
- Leading internal and external audits related to operations.
- Strengthening internal controls and operational governance frameworks.
- Providing regular operational performance reports and insights to executive management and the board.
- Supporting strategic decision-making with data-driven recommendations.
- Representing Operations in cross-functional and leadership forums.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
Interested candidates can send their resumes to cv@welcometoebc.com mentioning “Job Title” in the subject line.
Deadline: 13th March 2026
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