The Head of Operations (UAE) will be responsible for end-to-end operational ownership of the POS device and payments infrastructure business within the UAE. This includes device sourcing, regulatory approvals, warehousing, deployment, field service operations, reverse logistics, and cost optimization.
The role ensures high-availability, secure, and compliant POS infrastructure aligned with Central Bank of the UAE (CBUAE) regulatory frameworks, card scheme requirements, and local banking partner standards.
This position acts as the single point of accountability for operational performance, service quality, regulatory compliance, and cost efficiency across the UAE.
Key Responsibilities
1. UAE Operations Leadership
- Own nationwide operations across all Emirates including Dubai, Abu Dhabi, Sharjah, and Northern Emirates
- Execute global operational strategy adapted to UAE regulatory and banking ecosystem
- Drive service availability, deployment timelines, and operational KPIs
- Act as primary interface with acquiring banks, payment schemes, and regulatory stakeholders
2. P&L Ownership, Cost & Unit Economics
- Own UAE operations P&L, budgeting, and cost governance
- Optimize procurement costs, logistics, repair vs replacement economics, and service delivery costs
- Manage device lifecycle profitability and operational efficiency
- Drive continuous EBITDA improvement and cost discipline
3. Supply Chain, Imports & Warehousing
- Manage international procurement and local vendor partnerships
- Oversee customs clearance, import documentation, and regulatory approvals (including telecom/device certifications where applicable)
- Ensure compliance with UAE import regulations and standards
- Manage warehousing operations and inventory controls
- Monitor inventory aging, shrinkage, and reverse logistics lifecycle
4. Deployment & Field Service Operations
- Build and manage a nationwide field service network (in-house and third-party partners)
- Ensure SLA adherence for installation, maintenance, and break-fix services
- Minimize downtime and repeat service visits
- Optimize technician productivity and route planning
- Ensure uninterrupted merchant operations, particularly in high-volume retail environments
5. Regulatory, Risk & Compliance
- Ensure full compliance with CBUAE regulations, device security standards, and payments ecosystem requirements
- Coordinate with acquiring banks on terminal certification, key injection, and compliance processes
- Maintain high standards of device security, fraud prevention, and audit readiness
- Ensure adherence to data protection and local regulatory frameworks
6. Technology, Process & Automation
- Implement and enhance device lifecycle management systems
- Drive adoption of CRM, Field Service Management (FSM), and monitoring tools
- Develop real-time dashboards for SLA tracking, cost control, and operational performance
- Standardize UAE-specific SOPs aligned with global operational policies
- Lead automation and digitization initiatives to improve efficiency and scalability
7. Team Leadership & Capability Building
- Build and lead UAE operations teams including warehouse, service centers, and field technicians
- Establish strong regional coverage and leadership structure
- Define KPIs, productivity benchmarks, and incentive frameworks
- Develop training and certification programs for operational teams
- Foster a culture of accountability, compliance, and operational excellence
Qualifications & Experience
- Bachelor’s degree in Operations, Engineering, Business, or related field
- MBA preferred
- 10+ years of operations leadership experience
- 7+ years within POS devices, payments, telecom, ATM, or hardware-led service environments
- Proven experience managing distributed field operations teams
- Experience working within regulated financial or payments environments in the UAE preferred
