Head of Operations – Offline Merchant Acquiring

Job description

About the RoleWe are looking for a strategic and execution-focused Head of Operations to lead and scale the operational backbone of our offline merchant acquiring business. This role will be responsible for overseeing the end-to-end operational ecosystem, covering merchant onboarding, customer operations, compliance and risk management, merchant support, device operations, inventory management, logistics, and warehousing for payment acceptance solutions such as QRIS, EDC, Soundbox, and future merchant hardware products. As a key member of the leadership team, you will play a critical role in ensuring operational excellence, regulatory compliance, customer satisfaction, and scalable growth while partnering closely with Sales, Product, Strategy, Risk, Engineering, and external partners. What You Will DoOperations Leadership & ScaleLead the overall operational strategy to support business growth and nationwide expansion.Build scalable operational processes, governance frameworks, and performance management systems.Drive automation, digitization, and continuous improvement initiatives across operational functions.Establish operational KPIs and service standards to ensure efficiency and quality.Merchant & Customer OperationsOversee the end-to-end merchant lifecycle, from onboarding through ongoing support.Lead customer operations and merchant support teams to deliver exceptional merchant experiences.Improve operational productivity, service levels, and customer satisfaction metrics.Ensure onboarding processes meet compliance and operational standards.Compliance & Risk OperationsOversee AML/KYC operations, transaction monitoring, fraud prevention, and operational controls.Ensure compliance with Bank Indonesia, OJK, and internal governance requirements.Partner with Risk and Compliance teams to maintain a strong control environment.Device Operations, Logistics & WarehousingOwn the operational lifecycle of payment devices including EDCs, Soundboxes, QRIS kits, and future merchant hardware.Lead inventory management, warehousing, fulfillment, deployment, retrieval, repair, and replacement processes.Develop scalable logistics operations to support merchant acquisition and expansion across Indonesia.Optimize inventory utilization, deployment turnaround time, and operational costs.Manage relationships with logistics providers, hardware vendors, distributors, and operational partners.Leadership & CollaborationLead and develop multi-functional teams across customer operations, merchant onboarding, compliance, logistics, and warehousing.Partner closely with Sales, Strategy, Product, Engineering, Finance, and Risk teams to ensure seamless execution.Provide operational insights and recommendations to senior leadership to support strategic decision-making. Who We Are Looking For12+ years of experience in Operations, Merchant Acquiring, Payments, Fintech, Banking, Telecommunications, Logistics, or related industries.Proven leadership experience managing large-scale operational teams and complex operational environments.Strong knowledge of merchant acquiring and payment acceptance ecosystems, including QRIS, EDC, Soundbox, and related solutions.Hands-on experience managing customer operations, fulfillment, inventory management, logistics, and warehousing functions.Strong understanding of operational risk, compliance, AML/KYC, and regulatory requirements.Demonstrated success in driving operational transformation, automation, and process improvement initiatives.Excellent stakeholder management and leadership skills.Strong analytical, problem-solving, and execution capabilities.