Vodafone Qatar
Digital Credit Operations Lead
🇶🇦 Doha, Qatar🏢 On-site
Credit OperationsRisk ManagementProcess ImprovementUATComplianceMerchant OnboardingFintech
At a Glance
- Category
- 🏦 Finance & Banking
- Level
- Senior
- Type
- Full-time
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- End-to-End Credit Operations: Own day-to-day operations from customer application and decisioning hand-offs through activation, utilisation, repayment, settlement and account closure; maintain clear ownership, hand-offs and service standards across the lifecycle.
- Operational Controls: Design, implement and evidence preventive and detective controls; monitor exceptions and breaches; maintain procedures, process maps, checklists and control records; coordinate corrective and preventive actions.
- Merchant Operations: Coordinate merchant and partner onboarding, configuration, training, launch readiness and ongoing support; monitor merchant service levels, transaction exceptions and settlement issues; lead resolution of operational escalations.
- Customer Experience: Own operational customer outcomes across onboarding, purchase, repayment and servicing; monitor complaints and recurring pain points; coordinate accurate, timely resolution with Customer Care and relevant teams.
- Repayment and Collections: Manage repayment operations, failed-payment handling, reminders, allocation of cases and collections-partner coordination; track delinquency and recoveries; ensure activities follow approved credit and customer-treatment policies.
- Refunds, Cancellations and Disputes: Own procedures and service levels for cancellations, refunds, reversals, disputes and chargebacks; ensure adjustments are authorised, accurately processed and reconciled; analyse trends and prevent recurrence.
- Regulatory and Policy Compliance: Ensure operational processes follow applicable regulatory requirements, approved policies and delegated authorities; maintain evidence for reviews, reporting and audits; escalate suspected breaches promptly.
- Operational Performance Management: Define and monitor service levels, turnaround times, transaction success, productivity, quality, complaints, ageing, settlements and collections metrics; produce dashboards and drive recovery plans.
- Incident and Escalation Management: Lead triage, containment, communication and resolution of operational incidents; maintain issue and incident registers; perform root-cause analysis; assign corrective actions and escalate material events.
- Process Improvement: Identify bottlenecks, manual work and recurring failures; drive simplification, automation, cost efficiency and scalable processes; confirm that improvements preserve customer outcomes and control effectiveness.
- Launch and Operational Readiness: Lead operational impact assessments, procedures, controls, training, UAT, operational acceptance, go-live and hyper-care for new products, features, merchants, repayment methods and partner changes.
- Cross-Functional Coordination: Work closely with Product, Finance, Risk, Compliance, Technology, Fraud, Customer Care and external partners; represent Operations in governance forums and personally drive resolution of launch-stage issues.
- Perform any additional project, task or activity assigned or delegated by the Line Manager.
Requirements
- •Experience in end-to-end credit operations (application to account closure)
- •Ability to design and implement preventive and detective controls
- •Experience in merchant and partner onboarding and configuration
- •Knowledge of regulatory and policy compliance requirements
- •Ability to perform root-cause analysis and incident management
- •Experience in process improvement and automation
- •Ability to lead UAT and operational readiness for new products
Responsibilities
- •Own day-to-day operations from customer application through settlement and account closure
- •Design, implement, and monitor operational controls and process maps
- •Coordinate merchant onboarding, training, and ongoing support
- •Manage repayment operations, failed-payment handling, and collections-partner coordination
- •Own procedures for cancellations, refunds, reversals, disputes, and chargebacks
- •Ensure operational processes follow regulatory requirements and approved policies
- •Define and monitor KPIs including turnaround times, transaction success, and productivity
- •Lead triage, containment, and resolution of operational incidents
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Guides for this role
Check Your CV
- See if your CV layout works for Vodafone Qatar
- Get every weak line rewritten
- Download a CV written for the Gulf
Free check in 60 seconds. Fixes $5.88 one-time, only if you want them.
GCC Info
Company
Vodafone Qatar
1000-5000 employees
Vodafone Qatar provides mobile, fixed-line, and digital services to consumers and businesses. It is a major player in the Qatari telecommunications market.