Head of Operations – Oraan Tech Pvt. Ltd. at Taraki | Kar…

Job Title:Head of OperationsLocation: KarachiDepartment:OperationsRole OverviewWe are looking for aHead of Operationswho can takeend-to-end ownershipof Oraans operations and lead the teams that make our products work every day. This role overseesuser onboarding, KYC, payments collections, and customer support, and is accountable for turning business goals into clear operational plans, priorities, and outcomes.You will manage a team of 10 people, work closely with product and engineering, and be expected to lead from the front: setting standards, coaching the team, and ensuring consistent, high-quality execution.Key Responsibilities:1. Operational LeadershipOwn day-to-day execution across onboarding, KYC, payments collections, and customer support.Define and maintain SLAs, daily/weekly rhythms, and checklists so operations run predictably and reliably.Ensure issues are surfaced early and resolved with clear ownership and follow-through.2. People Management LeadershipLead and develop an operations team of 10 team members (including team leads and frontline staff).Set clear expectations, run regular 1:1s, and give structured feedback to improve performance and capability.Act as a role model for professionalism, ownership, and attitude someone the team respects and finds easy to work with.3. Process Design ImprovementMap, document, and continuously refine end-to-end workflows across all core ops functions.Reduce friction, error rates, and rework by improving processes and pushing for standardization where appropriate.Identify opportunities to simplify or automate operational work using tools, basic workflows, and better ways of working.4. Cross-Functional CollaborationWork directly with Product and Engineering to translate operational pain points into product requirements and improvements.Provide a clear operational point of view in discussions on priorities, edge cases, and launch readiness.Coordinate with Finance and other teams so operational work aligns with broader business objectives and timelines.5. Planning, KPIs ReportingDefine and track key operations KPIs such as turnaround times, SLA achievement, queue health, error rates, and CSAT/NPS.Use data to plan capacity, allocate team effort, and decide what the team should focus on week to week.Prepare concise, structured updates for senior leadership on performance, risks, and proposed actions.6. Execution Discipline Escalation HandlingEnsure the team consistently meets daily, weekly, and monthly targets and deadlines.Oversee structured handling of customer escalations and critical issues, ensuring timely resolution and root-cause follow-up.Build a culture where commitments are taken seriously and done well and on time is non-negotiable.What Youll Bring6-8 years of experience in operations, ideally in fintech, financial services, or a high-growth tech/startup environment.Proven track record of leading teams of 10 people, including hiring, coaching, and performance management.Strong ability to understand business goals and translate them into clear operational priorities, workflows, and team focus.Excellent communication skills spoken, written, and analytical with the ability to brief junior team members and communicate clearly with senior leadership.Demonstrated experience designing, running, and improving end-to-end processes in an operations-heavy environment.Comfort with tools and data: CRMs, ticketing systems, spreadsheets, dashboards, and working with tech teams to make operations more efficient.A proactive, structured, and solution-oriented mindset you bring energy and ideas, not just problems, and you follow through on execution.Alignment with Oraan’s mission and a genuine interest in building trustworthy financial products for users in Pakistan. Job Title: Location Department: Head of Operations