Job Overview
Senior Fintech Operations & Customer Success Manager – Digital Payments & Platform Reliability
Dubai, United Arab Emirates
Executive Opportunity Overview
A rapidly expanding fintech infrastructure ecosystem in Dubai is seeking a Senior Fintech Operations & Customer Success Manager to oversee end-to-end operational performance, customer lifecycle success, and platform reliability across advanced digital payment systems, embedded finance environments, and intelligent banking platforms.
This role sits at the intersection of operational excellence, enterprise customer success, and fintech platform stability—ensuring that millions of digital financial transactions flow seamlessly across APIs, payment gateways, merchant ecosystems, and real-time banking infrastructures.
The organization operates across high-volume fintech environments including digital wallets, merchant acquiring networks, API banking systems, cross-border payment rails, fraud monitoring systems, and AI-powered financial operations platforms.
The successful candidate will act as both a customer advocate and operational guardian, ensuring enterprise clients experience uninterrupted service while maximizing platform adoption, retention, and satisfaction across the ecosystem.
Core Responsibilities
Operations Excellence & Platform Reliability
- Oversee day-to-day fintech platform operations across digital payments and banking systems
- Ensure high availability, stability, and performance of transaction processing environments
- Monitor system health, payment flows, and operational KPIs across enterprise fintech infrastructure
- Coordinate incident response, escalation management, and service restoration processes
- Work closely with engineering teams to resolve platform performance issues
Customer Success & Lifecycle Management
- Manage enterprise fintech client relationships across the full customer lifecycle
- Ensure successful onboarding, integration, and adoption of digital financial products
- Drive long-term customer satisfaction, retention, and platform engagement
- Conduct regular business reviews with enterprise clients and stakeholders
- Translate customer needs into operational and product improvements
Service Delivery & Issue Resolution
- Act as the primary escalation point for critical customer and operational issues
- Ensure timely resolution of technical, financial, and transactional challenges
- Coordinate cross-functional teams to resolve customer-impacting incidents
- Maintain service-level agreement (SLA) compliance across all fintech operations
- Implement continuous improvement processes for operational efficiency
Cross-Functional Coordination
- Collaborate with product, engineering, compliance, fraud, and risk teams
- Provide operational insights to improve fintech product performance
- Support rollout of new financial features and ecosystem enhancements
- Align customer success strategies with business and revenue objectives
Candidate Requirements
- Bachelor’s or Master’s degree in Business, Finance, Operations Management, or Financial Technology
- 5–12 years of experience in fintech operations, customer success, or digital banking environments
- Strong understanding of payment systems and financial platform operations
- Experience managing enterprise clients in high-growth technology environments
- Excellent problem-solving, communication, and stakeholder management skills
Preferred Technical Exposure
- Payment processing systems
- API-based financial platforms
- CRM and customer success tools
- Incident management systems
- Fraud monitoring tools
- Cloud-based fintech infrastructure
- Data analytics dashboards
Compensation & Benefits
- Tax-free executive compensation package
- Performance-based operational and customer success incentives
- Executive healthcare and relocation support
- International fintech operations training and certifications
- Exposure to large-scale digital finance transformation initiatives
- Long-term leadership progression within fintech operations ecosystems
Are you excited about this opportunity?
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