Company Description
YOUR (formerly known as Yourpay) is a neobank focused on empowering and transforming the lives of underbanked mothers and families in rural areas of Indonesia. We provide a secure, affordable, and user-friendly platform for Indonesian migrant workers worldwide to make payments, transfers, and soon offer lending and savings services.
Our comprehensive infrastructure covers five pillars of financial transactions: payment, lending, insurance, investment, and saving. With over 2 million transactions and 60,000 active users across various countries, including Indonesia, Taiwan, Hong Kong, Singapore, and soon Korea, Malaysia and Saudi Arabia, we aim to enable migrant workers and their families to access proper financial services and take control of their earnings.
Position Summary
We are seeking a highly analytical and
experienced Senior Operations Manager
to be the backbone of our core business functions. Reporting directly to the Operations Director (COO) and/or the COO's Chief of Staff, you will provide strategic leadership to our operational teams and spearhead critical projects to enhance efficiency and scalability. You will be responsible for leading the supervisors of our FinOps, Customer Service, KYC, and Complaint Handling squads, ensuring they deliver exceptional service while you drive the continuous improvement of our processes.
This is a high-impact, in-office role for a leader who thrives on building, mentoring, and making data-driven decisions in a collaborative environment.
What You'll Do
- Team Leadership & Mentorship:
Lead, mentor, and develop the supervisors of four key operational squads: Financial Operations (FinOps), Customer Service, Verification & KYC, and Level-2 Complaint Handling. - Process Optimization & Project Management:
Identify operational bottlenecks and areas for improvement. You will own and lead business optimization projects from conception through to completion, implementing robust and scalable solutions. - Data-Driven Analysis:
Utilize your analytical skills and basic SQL to monitor operational performance, track key metrics, and develop insightful reports for leadership to inform strategic decisions. - Stakeholder Management:
Serve as a central point of contact for operations, collaborating effectively with stakeholders across the company, including product, engineering, and compliance teams, to ensure alignment and operational readiness. - Performance & Success Measurement:
Drive team performance towards key operational indicators. Success in this role will be measured by your ability to impact metrics such as: - Efficiency:
Improvement in KYC verification turnaround time and reduction in transaction processing times. - Quality & Customer Experience:
Increase in Customer Satisfaction (CSAT) scores, reduction in transaction error rates, and a decrease in the volume of escalated complaints. - Project Impact:
Delivery of measurable cost savings or efficiency gains from your optimization projects.
What You'll Bring
- 5-7 years of progressive experience in an operations management role, preferably within the fintech or banking industry.
- A Bachelor's degree in a technical field such as Engineering, Computer Science, IT, or Economics.
- Proven experience supervising and mentoring teams, including managing other managers or team leads.
- Exceptional project management skills with a demonstrated ability to lead cross-functional projects to successful completion.
- Strong analytical and problem-solving skills, with proficiency in basic SQL for data querying and analysis.
- Outstanding communication and interpersonal skills.
Who You Are
- A 360-Degree Leader:
You are skilled at managing relationships in all directions—upwards to leadership, downwards to your teams, and sideways with your peers. - Humble & Mature:
You embody humility, one of our core values. You are open to feedback, prioritize team success, and foster a positive, mature, and gossip-free work environment. - Analytical & Detail-Oriented:
You have a passion for diving into data to uncover insights, solve complex problems, and drive meaningful business improvements. - A Collaborative Builder:
You thrive in a fast-paced, in-office environment and believe in the power of face-to-face collaboration to build strong teams and innovative solutions.
Location
Please note: This is a full-time,
fully in-office position
based at our headquarters in Midpoint Place. We are looking for a candidate who is excited to contribute to our vibrant and collaborative office culture.
Please submit your CV to with email SUBJECT: Senior Operations Manager - Name