# Manager - Service Operations

> GSSTech Group · Dubai, United Arab Emirates · — · Posted 2026-05-19

**Workplace:** on_site

## Description

We are seeking a highly capable **Manager - Service Operations** to drive end-to-end operational excellence across our financial services platform. This role is responsible for overseeing system-level service configurations (fees, limits, and controls), managing third-party vendors with strict SLA tracking, and directing day-to-day Payroll, Wages Protection System (WPS), and Card Operations.

The ideal candidate will ensure reliable service delivery, robust regulatory compliance, and continuous improvement through process optimization and operational scalability.

## Requirements

### **Key Responsibilities**

### **1\. Service Configuration & Management**

-   Own and manage complex service configurations across internal and external systems.
-   Ensure the accurate setup and ongoing maintenance of products, services, limits, fees, and control parameters.
-   Coordinate directly with IT and Product teams to manage configuration changes, system enhancements, and new platform releases.
-   Maintain comprehensive configuration documentation, Standard Operating Procedures (SOPs), and strict change logs.

### **2\. Third-Party Coordination & SLA Management**

-   Act as the primary point of contact for external service providers, including processors, payroll partners, WPS agents, and technology vendors.
-   Define, monitor, and enforce service level agreements (SLAs) to guarantee optimal platform performance.
-   Conduct regular service reviews, vendor performance assessments, and lead operational escalation management.
-   Coordinate rapid issue resolution, detailed root cause analysis (RCA), and implement preventive actions with partners.

### **3\. Payroll & WPS Operations**

-   Manage end-to-end payroll processing and WPS file submissions in strict compliance with UAE Central Bank and MOHRE regulations.
-   Ensure timely validation and high-accuracy submission of corporate salary processing.
-   Efficiently handle payroll exceptions, file rejections, and refund processing.
-   Liaise with the Central Bank, WPS Processors, Corporate Clients, and internal departments for seamless payroll execution.

### **4\. Cards Operations**

-   Oversee daily card operations including issuance, activation, transaction processing, and chargeback lifecycles.
-   Manage all card lifecycle activities including replacements, renewals, blocking, and unblocking.
-   Coordinate with card processors, prominent Card Networks (Visa, Mastercard, Jaywan), and card vendors for operational issues and feature enhancements.
-   Handle card-related exceptions, customer disputes, and partner escalations in coordination with internal risk and external teams.

### **Core Competencies**

-   **Operational Excellence:** Strong ability to manage end-to-end financial operations, ensure service stability, and drive continuous process improvement.
-   **Process Improvement:** Experience driving operational efficiency through automation, standardization, and scalable process design.
-   **Vendor & SLA Management:** Proven capability in monitoring external partners, handling critical escalations, and ensuring swift issue resolution.
-   **Cards Operations Expertise:** In-depth understanding of card lifecycle management, transaction processing, chargebacks, settlements, and scheme compliance (Visa, Mastercard, Jaywan).
-   **Payroll & WPS Operations:** Robust knowledge of UAE payroll processing, WPS file structures, reconciliations, exceptions, and compliance standards.
-   **Communication & Leadership:** Clear communication style, strong documentation skills, and the cross-functional capability to collaborate with Technology, Product, Compliance, and Finance teams. +1

### **Required Qualifications & Experience**

-   **Education:** Bachelor’s degree in Finance, Business Administration, or a related professional field.
-   **Platform Experience:** Hands-on experience working directly with card processing platforms, payroll/WPS systems, and formal banking/fintech operational workflows.
-   **Scheme Knowledge:** Direct experience working alongside card schemes (Visa, Mastercard, Jaywan) and third-party financial processors.
-   **Documentation:** Strong technical writing skills for composing SOPs, visual process flows, and operational manuals.
-   **Attributes:** Exceptional attention to detail with a proven ability to manage multiple operational priorities under strict regulatory deadlines.

## Apply

[Apply at GSSTech Group](https://apply.workable.com/gsstech-group/j/88E5948353/apply)

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