Head of MFS Operations

Job Description

Title: Head of MFS Operations

Company Name: Nagad Limited

Vacancy: 1

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience: --

Published: 2026-06-01

Application Deadline: 2026-06-10

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

Operational Leadership & Team Management 

• Lead, mentor, and manage a large operations team to ensure high performance, accountability, and operational efficiency. 

• Develop a collaborative and solution-oriented work culture focused on ownership, service excellence, and continuous improvement.

• Monitor team productivity, operational KPIs, and service quality standards to ensure business objectives are achieved.

• Ensure proper resource planning, shift management, and workload distribution for uninterrupted operational support 24/7.

MFS Operations & Service Management

• Oversee day-to-day operations of large-scale, high-volume MFS platforms and services.

• Ensure operational stability, service availability, and efficient incident handling across all operational domains.

• Support and supervise SOC (Security/Service Operations Center) activities including monitoring, alert management, escalation handling, and service restoration.

• Coordinate with internal and external stakeholders to ensure smooth operational execution and issue resolution.

Stakeholder & Business Coordination

• Act as a liaison between Business and Technology teams to ensure clear communication and alignment of operational priorities.

• Translate business requirements into functional and technical specifications for implementation by technology teams.

• Ensure timely delivery of operational support, system changes, and service requests aligned with business expectations.

Compliance, Governance & Risk Management

• Ensure all operational activities comply with regulatory requirements, organizational policies, and governance frameworks.

• Identify operational risks proactively and implement mitigation plans to minimize business impact.  

• Maintain audit readiness and ensure proper operational documentation, process adherence, and control mechanisms.

Incident & Problem Management

• Lead operational and technical teams during major incidents, service disruptions, or downtime situations.

• Ensure timely incident escalation, stakeholder communication, and service recovery. 

• Drive Root Cause Analysis (RCA) activities and ensure corrective and preventive actions are implemented effectively. 

Process Improvement & Automation

• Identify opportunities for operational optimization, automation, and process enhancement.

• Reduce manual operational dependency through innovative solutions and workflow improvements.

• Contribute to strategic operational initiatives to improve efficiency, scalability, and customer experience.

Reporting & Data Management

• Maintain strong understanding of MFS database structures and operational data flows.

• Support business and management teams with accurate reports, analysis, and operational insights.

• Ensure reporting accuracy based on defined business logic and operational requirements.

Management Support & Availability

• Provide management-level operational support on a 24/7 basis when required.

• Respond effectively to business-critical operational, technical, and customer-impacting issues.

• Provident fund,Medical allowance,Mobile bill,Weekly 2 holidays,Insurance
• Salary Review: Yearly
• Festival Bonus: 2