Full Time Head of Operations Performance and Controls Jobs, in Monee Federal Territory - Maukerja

About The Team

Monee is scaling fast, and its operations are central to that growth. You will join the Operations leadership team, reporting to the Head of Operations, and own the performance and controls engine behind a ~300-person operation spanning Customer Service, KYC, Collections, Fraud, AML, and Merchant Onboarding.

Your job is to make sure operations run at the right capacity, hit the right performance standards, and keep their controls tight. You will be the independent voice that finds where performance is slipping or controls are leaking, and you will make sure it gets fixed.

Job Description

• Plan: get capacity right
• Design and own forecasting and capacity models that translate business growth and demand volatility into staffing and resource decisions.
• Lead workforce management (WFM) and capacity planning to make sure operations are ready for growth, peaks, and new product launches.
• Perform: set and raise the performance bar
• Define performance standards and KPIs across Customer Service and Risk Operations, and track delivery against them.
• Lead Quality Assurance to measure accuracy and service quality, and use the results to drive improvement.
• Analyse operational data to find root causes of underperformance, inefficiency, and quality gaps, then drive fixes with the operations teams.
• Control: keep controls tight
• Test and monitor operational controls across Customer Service and Risk Operations to confirm they are designed well and working in practice.
• Identify control gaps and weaknesses, and drive remediation through to closure.
• Maintain the Operations SOP library as the documented basis for controls, keeping it accurate, consistent, and audit-ready.
• Challenge: be the independent voice
• Act as an independent challenger to the operations teams, giving objective, data-driven views on performance and control effectiveness.
• Escalate unresolved performance issues and control failures to senior management, and hold owners accountable for follow-through.
• Report regularly to senior management on capacity, performance, quality, and control health.
  
  

Why this role?

• Mandate and exposure: you sit on the Operations leadership team, with direct visibility to the CEO.
• Scale: your findings and fixes affect a ~300-person, multi-function operation in a regulated fintech.
• Measurable impact: you’ll see the results of your work in the operating numbers, rather than in a recommendation deck.
• Platform: you’ll be part of a Sea Group-affiliated fintech with regional reach and room to grow.
  
  

Requirements

• 7+ years of experience in management consulting, banking, fintech, operations, or similarly analytical environments.
• Strong quantitative and problem-solving skills, with a track record of building robust models such as forecasting, capacity, or performance from complex data.
• Experience in WFM, capacity planning, performance management, QA, or operational controls, whether gained in-house or through consulting engagements.
• Experience testing, monitoring, or strengthening control environments; background in operational risk or internal audit is a plus.
• A structured, root-cause-driven approach, comfortable challenging assumptions and assessing performance independently.
• The confidence and communication skills to challenge senior stakeholders and push issues to resolution.
• High ownership, attention to detail, and follow-through.