Job Overview
🇦🇪 UNITED ARAB EMIRATES
MANAGER
Fintech Customer Operations, Automation & Service Intelligence Manager
Location: United Arab Emirates — Remote / GCC Regional Coverage
Seniority Level: Senior Management
Employment Type: Full-time, Permanent
Industry Focus: Fintech • Customer Operations • AI • Automation • Service Analytics • Digital Banking • Payments
BUILD A SERVICE OPERATION THAT DOESN’T JUST RESPOND.
IT ANTICIPATES.
We are seeking a forward-thinking Fintech Customer Operations, Automation & Service Intelligence Manager to modernize customer-service operations through analytics, workflow automation and intelligent support technologies.
The role combines customer-service leadership with operational engineering.
You will examine the entire service environment and determine where technology, process redesign and customer intelligence can create a faster, more consistent experience.
THE SERVICE TRANSFORMATION MODEL
DATA → INSIGHT → AUTOMATION → RESOLUTION → PREVENTION
DATA
Analyze customer interactions, case volumes, resolution patterns and service performance.
INSIGHT
Identify recurring problems, bottlenecks and customer-experience weaknesses.
AUTOMATION
Determine which repetitive processes can be streamlined through intelligent workflows and automation.
RESOLUTION
Improve the speed and accuracy of customer-case handling.
PREVENTION
Work with product and engineering teams to eliminate the underlying causes of recurring customer problems.
MANAGEMENT RESPONSIBILITIES
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Lead customer-service operations across digital channels.
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Establish service-performance frameworks.
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Develop customer-service KPIs and dashboards.
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Analyze support volumes and customer-contact trends.
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Identify opportunities for workflow automation.
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Evaluate AI-assisted customer-support capabilities.
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Develop quality-assurance programs.
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Establish escalation and case-management frameworks.
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Collaborate with product and engineering teams.
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Analyze customer sentiment and recurring complaints.
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Improve knowledge-management processes.
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Coach customer-service teams.
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Present operational insights to senior leadership.
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Develop continuous-improvement roadmaps.
THE OPERATIONS COMMAND CENTER
| KPI | Strategic Objective |
|---|---|
| First Contact Resolution | Resolve more cases immediately |
| Average Response Time | Reduce customer waiting |
| Average Resolution Time | Accelerate case completion |
| Customer Satisfaction | Increase customer confidence |
| Repeat Contact Rate | Identify recurring friction |
| Escalation Rate | Improve frontline capability |
| Automation Rate | Reduce repetitive manual work |
| Quality Score | Maintain service excellence |
TECHNOLOGY ENVIRONMENT
CRM Platforms | AI-Assisted Support | Workflow Automation | Customer Analytics | Knowledge Management | Omnichannel Support | BI Dashboards | Case Management
THE LEADER WE SEEK
You understand that the next generation of fintech customer service will not be built solely by hiring more agents.
It will be built by combining:
Exceptional People + Intelligent Technology + Better Processes + Customer Data
You should have experience in fintech, banking, payments, customer operations, contact-center management, service analytics, automation or digital customer experience.
The ideal candidate can look at thousands of customer contacts and determine:
Which problems should be solved by an agent?
Which should be automated?
Which should be eliminated from the product entirely?
SUCCESS WILL BE MEASURED BY
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Higher customer satisfaction
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Faster resolution
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Reduced repeat contacts
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Improved service quality
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Greater automation efficiency
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Lower operational friction
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Stronger customer retention
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Better collaboration between service and product teams
Compensation: Executive-caliber management package with performance-linked incentives, comprehensive benefits and substantial opportunities for professional advancement.
Don’t miss the chance to make a difference in the fintech and FX industry!
 Apply now by clicking on the “Apply Now” button below.Â
Let’s shape the future of finance together!
#EmploySolutionJobs #FXCareers.Â
