Location: Cairo, Egypt

What we're looking for

We're looking for a Head of Operations to own and build out MNZL's operations function end to end. You will expand and lead the operations team, co-design the processes that run the business, set and deliver against SLAs and KPIs, and partner closely with Technology and Product to automate and continuously improve how operations work. You'll be the owner of operational performance and the primary voice on operations to company leadership.

Key Responsibilities

Team Building & Leadership

• Build, structure, and scale the operations team — hiring, onboarding, and developing specialists and managers
• Manage the day-to-day operational work of your reports, setting clear priorities and accountability
• Mentor and grow the team, fostering a culture of ownership and continuous improvement

Process Design & Operational Excellence

• Design and document the operational processes that run the business across digital and hybrid online-offline workflows
• Streamline workflows to maximize processing speed, efficiency, and quality
• Make the non-digital parts of the customer journey feel as seamless as the digital ones
• Ensure operational processes stay aligned with relevant CBE and FRA regulatory requirements

Performance Management (SLAs & KPIs)

• Define, set, and monitor SLAs and KPIs for the operations function
• Hold the team accountable to targets; track adherence, surface bottlenecks, and drive resolution
• Own operational performance outcomes end to end

Technology, Automation & Enablement

• Partner with Technology and Product to design, automate, and improve technology-enabled operations
• Identify opportunities to automate manual and offline steps in the operational flow