Digital Operations

Summary:
The Digital Operations Manager is responsible for the end-to-end commercial and operational performance of the remittance app within their market, with growth. The role acts as the central point of coordination between Product, Marketing, Tech, and Customer Service teams to ensure the app remains competitive, compliant, and customer-centric. The role also carries responsibility for identifying new partners and products, and for negotiating and finalizing related commercial terms and agreements for the market.

Key Responsibilities
Business & Commercial Performance
Own, the achievement of budgeted transaction volume, revenue, and customer growth targets for the market
• Ensure exchange rates and fees remain competitive relative to the market, recommending pricing adjustments as needed.
• Liaise with Treasury and other service/liquidity providers to secure and maintain the best possible rates on the app.
• Monitor competitor products, pricing, and campaigns; propose and implement strategic and tactical changes to maintain market share.
• Plan and execute roadshows and on-ground activities, in coordination with Marketing, to drive brand visibility and customer acquisition.

Partnerships & Commercial Development
• Identify, evaluate, and onboard new partners and products to expand the market's product offering and drive incremental growth.
• Lead commercial negotiations with prospective and existing partners, vendors, and service providers, securing favorable commercial terms.
• Draft, negotiate, and finalize partnership agreements and commercial contracts, working with Legal/Compliance as required.
• Obtain all necessary internal and external approvals for new partnerships, products, and commercial agreements prior to execution and launch.

Operations & Customer Experience
• Monitor and optimize the onboarding-to-transaction funnel, ensuring it is adequately managed at every stage.
• Conduct testing (UAT) on the app for new product launches and feature releases, providing structured feedback to Product and Tech teams.
• Escalate app issues affecting the market to the Product team and track them through to resolution.
• Manage and respond to customer queries across channels in a timely and professional manner.
• Resolve customer complaints and escalations, working with internal teams as required.
• Ensure all incentives, prizes, or benefits promised during marketing campaigns are delivered to customers at campaign close.

Cross-Functional Coordination & Reporting
• Liaise with Product, Marketing, and Tech teams to define and prioritize country-specific requirements.
• Maintain accurate MIS/dashboards and generate regular reports with meaningful, actionable insights for leadership.
• Plan and run marketing campaigns on the app, jointly accountable with Marketing for delivery against agreed timelines, budgets, and growth outcomes.
• Obtain all necessary approvals from the relevant municipality/regulatory authority prior to launching marketing campaigns on the app.

Key Performance Indicators (KPIs)
Performance in this role will be evaluated against the following KPIs:
KPI Target / Measure
1 Budget achievement (joint with Marketing): Achieve monthly/quarterly budgeted transaction volume, revenue, and customer acquisition targets for the market — a shared, combined target with the Marketing team.
2 Funnel optimization: Ensure the onboarding-to-transaction funnel is continuously monitored and optimized to minimize drop-off.
3 Rate competitiveness: Ensure exchange rates and fees remain competitive against market benchmarks at all times.
4 Treasury & provider liaison: Liaise with Treasury and other service/liquidity providers to secure and maintain the best possible rates on the app.
5 Competitor monitoring: Track competitor pricing, products, and campaigns; proactively recommend changes to maintain market position.
6 Market presence / roadshows: Plan and execute roadshows and on-ground activities, jointly with Marketing, to support market visibility and customer acquisition.
7 New product testing: Conduct UAT/functional testing on new product features and app releases prior to launch; provide structured feedback to Product and Tech teams.
8 Partnership & product development: Identify and onboard new partners and products for the market; number and value of new partnerships secured within target timelines.
9 Commercial negotiation & approvals: Negotiate commercial terms with partners/vendors and obtain all required internal and external approvals for new partnerships, products, and agreements prior to execution.
10 Customer query resolution: Respond to and resolve customer queries within defined turnaround times, ensuring high resolution and satisfaction rates.
11 Cross-functional coordination: Liaise with Product, Marketing, and Tech teams to define and deliver country-specific requirements on time.
12 MIS & reporting: Maintain accurate MIS and provide meaningful, actionable insights to leadership on a regular cadence.
13 Campaign execution & fulfilment (joint with Marketing): Run marketing campaigns as planned, jointly accountable with Marketing for growth outcomes, and ensure all promised incentives/prizes are delivered to customers at campaign close.
14 Regulatory & campaign approvals: Obtain all necessary municipality/regulatory approvals prior to launching marketing campaigns on the app.

Skills & Qualifications
• Bachelor's degree in Business, Finance, IT, or a related field; MBA preferred.
• 3–6 years of relevant experience in digital operations, fintech, or remittance/payments, ideally with app-based products. And an overall 10+ years of experience would be ideal.
• Strong commercial acumen, with experience identifying partners/products and negotiating and structuring commercial agreements.
• Strong analytical skills with experience in MIS, dashboards, and data-driven decision-making.
• Working knowledge of incident escalation, UAT/testing processes, and basic understanding of payment rails/FX.
• Experience coordinating with Product and Tech teams (Agile/Scrum exposure is an advantage).
• Strong communication and stakeholder management skills across regulatory, vendor, partner, and internal teams.
• Comfortable working in a fast-paced, 24/7 operational environment with on-call availability for critical incidents.