Technical Operations Team Leader

About Bede

Bede, a Zain Fintech company launched in Sudan in April 2025, is dedicated to delivering innovative and secure digital financial solutions that enhance financial accessibility and convenience for individuals, businesses, and institutions. Through its digital wallet and expanding fintech ecosystem, the company provides integrated payment, transfer, and merchant services across Sudan. At Zain Fintech, we are committed to building trusted, accessible, and customer-centric financial solutions that contribute to the digital transformation and financial inclusion of Sudan.

Position Information

Division: FinTech Technology

Department/Section: Technology

Job Title: Technical Operations Team Leader

Reports To: FinTech Technology Manager

About the Role

To lead and manage FinTech technical operations by overseeing daily operational activities, ensuring regulatory compliance, and maintaining the efficient delivery of financial technology services. The role is responsible for driving operational excellence through effective transaction processing, risk management, and customer support while leveraging technology to enhance performance and scalability. The Technical Operations Team Leader collaborates closely with cross-functional teams to align operational strategies with business objectives, foster continuous improvement, and support the delivery of innovative, secure, and customer-centric financial solutions.

Key Tasks /Accountabilities

• Lead and manage the day-to-day operation of FinTech platforms, applications, and digital financial services to ensure high availability and service reliability.

• Monitor transaction processing activities and ensure the successful, accurate, and timely execution of digital financial transactions.

• Lead incident, problem, and service outage management activities, ensuring timely resolution and minimal business impact.

• Manage operational escalations and coordinate with internal teams, vendors, and partners to resolve critical technical and operational issues.

• Monitor system performance, service availability, and operational dashboards to proactively identify and address potential service disruptions.

• Oversee digital wallet, mobile money, and payment operations to ensure secure and efficient service delivery.

• Oversee settlement, clearing, and reconciliation activities to ensure transaction accuracy and financial integrity.

• Ensure compliance with operational procedures, security controls, regulatory requirements, and service management standards.

• Monitor operational risks, transaction anomalies, and control effectiveness, and implement corrective actions where required.

• Support the operational readiness, launch, and ongoing support of new FinTech products, services, and technology enhancements.

• Develop and maintain operational processes, controls, monitoring tools, and reporting mechanisms to improve service quality and operational efficiency.

• Analyze operational performance, prepare management reports, and recommend improvement initiatives based on service and transaction trends.

• Drive process improvement, automation, and operational excellence initiatives to enhance scalability, reduce operational risks, and improve customer experience.

• Manage relationships with technology vendors, payment partners, and third-party service providers to ensure agreed service levels are achieved.

• Conduct performance reviews, provide ongoing feedback, and support employee development and capability-building initiatives.

• Prepare operational reports, analyze performance trends, and provide recommendations for improvement.

• Lead, coach, and develop the operations team, ensuring high performance, technical competencies, and adherence to operational standards.

Qualifications/Experience/Skills

Qualifications/Experience: -

• Bachelor’s degree in information technology, Computer Science, Software Engineering, Telecommunications, Information Systems, or related discipline.

• Professional certifications in IT Service Management (ITIL), Project Management (PMP/PRINCE2), or

• Agile methodologies are preferred.

• Minimum of 3 years of experience in FinTech, Digital Payments, Mobile Money, Banking Technology, or Technology Operations.

• Minimum of 2 years of experience leading operational or technical support teams.

• Proven experience in managing transaction processing platforms, digital financial services, and production supports environments.

• Demonstrated experience in incident management, service availability monitoring, operational risk management, and business continuity processes.

• Strong experience managing external vendors, technology partners, and third-party service providers.

Skills: -

• Ability to interpret and apply best practice methods/processes.

• Highly developed communication and presentation skills (verbal and written) in both Arabic and English, including the ability to communicate and present effectively with various levels as well as top management.

• Hands on strong project management skills.

• Critical analytical thinking and problem solving.

• Ability to build excellent relationships with key suppliers/customers.

• Third party and vender management.

• Planning and organization skills.

• Conflict handling and resolution skills.

• Leadership skills.

• Able to persuade and influence senior manager and employee levels.

• Highly developed skills in use of relevant IT packages including Excel. Word, PowerPoint etc.

• Highly developed reporting skills, metrics, and analytics, including dashboard creation for executive leadership and board reporting.