Operations and Support Manager

Who Are We

HALA is a leading fintech player in the MENAP region that aims to redefine financial services and build the future bank of SMEs. HALA aims at empowering SMEs to start, run, and grow their businesses by providing them with cutting-edge financial and technological tools.

HALA currently holds multiple entities in UAE, Saudi Arabia and Egypt (including HALA Payments, HALA Cashier and HALA Logistics) and offers solutions that enable merchants to digitize their payments as well as manage their sales and operations.

Founded in 2017, HALA is currently duly licensed by the Saudi Arabian Central Bank as well as the Financials Services Regulatory Authority (FSRA) in Abu Dhabi Global Market.

We are seeking an experienced Operations Manager to oversee and optimize the operational processes of our financing services. The ideal candidate will ensure smooth workflows, compliance with financial regulations, and exceptional customer service, while contributing to the company’s growth and profitability.

Key Responsibilities:

• Manage day-to-day financing operations, including loan origination, underwriting, disbursement, repayment tracking, and collections.
• Develop and implement efficient workflows to improve processing times and customer satisfaction.
• Lead, train, and mentor the operations team to ensure high performance and adherence to company policies.
• Monitor performance metrics and provide regular feedback to team members.
• Ensure all lending and financing processes comply with regulatory and legal standards, including AML and KYC requirements.
• Identify and mitigate operational risks to protect the company and its stakeholders.
• Collaborate with the customer service team to address client inquiries, complaints, and escalations related to lending and financing products.
• Drive initiatives to improve customer satisfaction and retention.
• Analyze current operational processes and identify opportunities for automation and efficiency.
• Work closely with the IT and product teams to implement system enhancements and new technologies.
• Prepare and present regular operational performance reports to senior management.
• Analyze trends and recommend strategies to improve operational effectiveness and profitability.

Qualifications & Skills:

• Bachelor’s degree in Business Administration, Finance, or a related field (Master’s degree preferred).
• 5+ years of experience in operations management within the lending, financing, or financial services industry.
• Strong understanding of lending products, credit risk management, and regulatory compliance.
• Proficiency in operational systems and lending software.
• Excellent leadership, communication, and problem-solving skills.
• Strong analytical mindset with attention to detail and ability to manage multiple priorities.

Key Competencies:

• Strategic thinking and decision-making.
• Knowledge of market trends in lending and financing.
• Proactive approach to operational challenges.

• We have an inclusive and diverse culture that encourages innovation and flexibility in remote, in-office, and hybrid work setups.
• We offer highly competitive compensation packages, including the potential for shares.
• We prioritize personal development and offer regular training and an annual learning stipend to tackle new challenges and grow your career in a hyper-growth environment.
• Join a talented team of over 30 nationalities working in 7 countries and gain valuable experience in an exciting industry.
• We offer autonomy, mentoring, and challenging goals that create incredible opportunities for both you and the company.
• You will be given a lot of responsibility and trust. We believe that the best results come when the people responsible for a function are given the freedom to do what they think is best.