Operations Associate

Job Summary
We are seeking a dedicated Operations Associate to join our team in Lahore, Pakistan. This full-time role is pivotal in ensuring the timely and efficient execution of all operational tasks within defined turnaround times. The successful candidate will excel in managing limited resources while maintaining high-quality outcomes. Strong coordination, meticulous attention to detail, and the ability to perform under pressure are essential. The role also involves contributing to process enhancements and ensuring strict compliance with regulatory standards.

Key Responsibilities
The Operations Associate will be responsible for managing wallet onboarding and KYC processes, strictly adhering to the regulations set by the State Bank of Pakistan (SBP) and meeting all turnaround time requirements. Prompt resolution of customer complaints within designated timelines is critical. The role requires effective coordination with the back office to escalate and resolve errors.

Conducting comprehensive wallet screening is a key operational duty, alongside maintaining and updating daily tracking reports to monitor workflow and performance metrics. The associate will draft and refine processes and policies to align with SBP guidelines and other regulatory frameworks.

Handling debit and credit card operations—including PayPak, MasterCard, and Visa—is a significant part of the role. This includes managing card ordering, complaint resolution, transit and returns, delivery rescheduling, and inventory control. The associate will also perform reconciliation and settlements, addressing any discrepancies efficiently.

Ensuring product availability and coordinating functionality with both internal teams and external partners is essential. Collaboration with cross-functional teams (CFTs) and managing ad hoc projects aimed at enhancing the customer journey will be expected. Strong vendor and partner negotiation and management skills are required, alongside the ability to work effectively in a team and manage high-pressure situations.

Required Qualifications
Candidates must hold at least a graduate degree, with a master’s degree considered an advantage. Proficiency in MS Office, CMS, and application flow management tools is essential. Strong communication, negotiation, and interpersonal skills are required to succeed in this role.

A solid understanding of State Bank of Pakistan regulations, particularly those relating to Electronic Money Institutions (EMI), is necessary. Candidates should have a minimum of one year’s experience in banking operations. Additionally, 2 to 3 years of experience in branchless banking operations, digital financial services, or fintech startups is preferred. Demonstrated punctuality and professionalism are mandatory.

Additional Details
This position is based in Lahore, Pakistan, and requires on-site work. The salary range for this role is PKR 80,000 to PKR 100,000 per month. Interested candidates should apply by June 20, 2025, with an expected start date of July 1, 2025.

During the application process, candidates will be asked to provide details regarding their current salary, expected salary, notice period, and reasons for seeking a new opportunity.

This role offers a unique opportunity to contribute to a dynamic operational environment within the fintech and banking sector, working closely with regulatory bodies and cross-functional teams to drive operational excellence.