Chief Operating Officer (COO) - Digital Payments

About the role

A leading digital payments company is hiring a Chief Operating Officer in Lalitpur, Nepal, reporting directly to the CEO. The COO leads payment operations, customer service and administration, turning company strategy into efficient, well-controlled operations at scale. The position is full-time and permanent.

Key responsibilities

• Turn company strategy into operational plans, service targets and departmental accountabilities.
• Lead payment operations, reconciliation, settlement, refunds and exception resolution.
• Oversee customer and merchant support, complaint resolution and service quality.
• Manage KYC verification, account services and payment disputes with proper approvals and escalation.
• Strengthen internal controls, segregation of duties and corrective actions.
• Coordinate with Risk, Compliance, Security and Finance on fraud, regulatory matters and customer-fund exposure.
• Lead incident response, business continuity and recovery testing.
• Drive process improvement and automation to boost productivity and cut costs.
• Assess operational readiness for new products and services.
• Oversee administration, procurement, assets, workplace safety and supplier performance.
• Manage budgets and align staffing with operational demand.
• Manage relationships with banks, merchants and partners.
• Lead and develop department heads, and report performance and risks to the CEO.

Required profile

• Master's degree in Management, Finance, Technology or a related field.
• 12+ years in banking, financial services, payments or fintech, including 5+ years leading large operational teams or multiple departments.
• Proven experience in payment operations, reconciliation, settlement, customer service and operational risk management.
• Strong understanding of digital payments, banking processes, internal controls and regulatory requirements.
• Track record in process improvement, automation, incident management and business continuity.
• Strong leadership, analytical, communication and stakeholder management skills.

Shortlisted candidates only will be contacted; applications are made by sending an updated CV to the employer.