Head of Operations (Retail\Digital) for Middle East, Pakistan & Afghanistan (MEPA) based in Dubai, UAE
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Key skills for this role
About the Role
Western Union seeks a Head of Operations for the MEPA region to lead day-to-day retail and digital operations while driving strategic transformation. The role requires proven leadership in financial services operations, change management, and the ability to balance operational risk with business objectives.
Key Skills for This Role
Responsibilities
- Lead day to day Retail and Digital Operations across the MEPA region, ensuring efficient business performance and operational excellence
- Proactively monitor operational health, identify service quality deterioration, and drive timely interventions
- Oversee resolution of operational incidents, ensuring effective communication and stakeholder management
- Develop and execute operational strategies that support major business programs and transformation initiatives
- Drive operational readiness for large scale transformation programs by identifying impacts, dependencies, and risks
- Design and implement change management strategies to ensure service continuity during transformation
- Establish and maintain governance frameworks for operational performance, risk management, and change delivery
- Lead planning and execution of scheduled operational changes and service events
- Identify operational improvement opportunities and implement initiatives to enhance efficiency and customer experience
- Represent regional operational requirements within global projects
Requirements
- Proven leadership experience in operations management within financial services, payments, fintech, or similar
- Demonstrated track record of delivering operational excellence while leading large scale transformation programs
- Strong commercial acumen with ability to balance operational risk, customer needs, and business objectives
- Experience managing operations across multiple markets; knowledge of Middle East markets highly preferred
- Deep understanding of operational governance, service management, incident management, business continuity, and operational risk frameworks
- Strong project and change management expertise
- Knowledge of card and wallet ecosystems is highly desirable
- Fluency in English required; proficiency in Arabic is an advantage
- Bachelor's degree required; advanced degree preferred
Full Job Posting
Role Overview
- Head of Retail/Digital Operations for MEPA, based in Dubai.
- Hybrid role combining operational leadership with strategic transformation delivery.
- Reports to Regional Vice President, Operations & Program Management.
Role Responsibilities
- Lead day to day Retail and Digital Operations across MEPA region.
- Proactively monitor operational health and drive timely interventions.
- Oversee resolution of operational incidents with effective communication and governance.
- Develop and execute operational strategies supporting major business programs.
- Drive operational readiness for large scale transformation programs.
- Design and implement change management strategies for service continuity.
- Establish governance frameworks for operational performance and risk management.
- Lead planning and execution of scheduled operational changes.
- Identify operational improvement opportunities and implement initiatives.
- Represent regional operational requirements within global projects.
Role Requirements
- Proven leadership experience in operations management within financial services, payments, fintech, or similar.
- Track record of delivering operational excellence while leading large scale transformation.
- Strong commercial acumen.
- Experience managing operations across multiple markets; Middle East knowledge preferred.
- Deep understanding of operational governance, service management, incident management, business continuity, and risk frameworks.
- Strong project and change management expertise.
- Knowledge of card and wallet ecosystems highly desirable.
- Proven ability to influence senior stakeholders.
- Exceptional communication, presentation, and negotiation skills.
- Fluency in English required; Arabic proficiency an advantage.
- Bachelor's degree required; advanced degree preferred.
UAE Specific Benefits
- Group Life policy fully sponsored by Western Union.
- Comprehensive Group Medical policy covering spouse and children up to age 25.
- Housing Allowance.
- Children Education Reimbursement Scheme.
- Club Membership Reimbursement Program.
Workplace
- Hybrid role based in Dubai with minimum 3 days in the office per week.
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