Head of Operations

Role Title: Head of Operations & Centre of Excellence, Oman

Reporting to: Oman Country Head

Ooredoo Group (OG) is one of the fastest growing telecom groups in the world.

OG focuses on managing performance, strengthening its global presence, and entering adjacent markets.

OG has established Ooredoo Fintech, a FinTech organization committed to building an innovative fintech business in the Middle East & North Africa region and beyond.

Ooredoo Fintech owns local fintech subsidiaries in six target markets, holding local regulatory licenses.

The subsidiaries are responsible for execution, compliant operations, and building capabilities (Centres of Excellence) for reuse across the Group.

Leaders in Ooredoo Fintech should possess:

• Gravitas and a long-term vision
• Ability to lead large teams
• A clear vision for building effective, scalable capabilities
• Incremental and consistent delivery mindset
• Skill in managing partners, suppliers, and colleagues across jurisdictions
• A structured, pragmatic, credible, and courageous attitude

The Head of Operations & Centre of Excellence in Oman is a business leader experienced in building resilient and efficient businesses.

This role aims to make Oman operations highly organized, modern, and integrated, while building reusable capabilities for the Group.

Responsibilities include:

• Customer Service
• Financial Operations
• Compliance Operations
• B2B Operations
• Partners Operations
• Partnerships with Ooredoo Oman

Oman will serve as a Centre of Excellence for Customer Service and Financial Operations, with the role responsible for designing, implementing, and overseeing these functions across the Group.

Standardization and automation at scale are key, given the nascent state of many processes.

The role requires a credible leader with a co-founder attitude, capable of driving business growth and operational excellence.

Customer Service

• Lead Oman Operations: design, structure, and manage customer service to ensure excellent user experience
• Establish and monitor service levels; take corrective actions as needed

Lead the Customer Service Centre of Excellence for the Group

• Design and implement customer service operations across all markets
• Achieve economies of scale through harmonization and centralization
• Manage performance and ensure standards are adopted group-wide
• Coordinate with Group suppliers and monitor performance

Financial Operations

• Lead Oman Financial Operations: design and manage processes including reconciliations, monitoring funds, and reporting
• Ensure capacity, training, and tools are in place

Lead the FinOps Centre of Excellence for the Group

• Standardize and harmonize financial processes across markets
• Manage performance and coordinate with Group finance teams

Compliance Operations

• Manage compliance functions including AML and Fraud Management
• Coordinate performance with the Group Centre of Excellence

B2B Operations

• Manage salary disbursement, onboarding, and debit card logistics
• Coordinate with Group Centre of Excellence for standardization

Partner Operations

• Manage local partnerships, establish SLAs, and monitor performance
• Develop plans to expand partnerships into new areas

Partnerships with Ooredoo Oman

• Define service provisions and contractual agreements with Ooredoo telecom
• Establish governance and manage deviations

The candidate should be a structured, credible leader, capable of managing local operations and contributing to group-wide Centres of Excellence, with a focus on continuous improvement, discipline, and strategic business growth. A minimum of 20 years of diverse leadership experience, including multi-country operations, automation, and standardization, is required.