Head Of Operations

fortis.world; Dubai; On-site; USD 80,000 - 120,000; Full time

Job summary

Fortis.world seeks a Head of Operations and Client Experience to lead operational excellence and enhance customer journeys in a dynamic retail tech environment. The successful candidate will oversee cross-functional teams, ensuring compliance and delivering exceptional service to a diverse client base across fintech and retail sectors, aiming to empower small to large enterprises.

Benefits

Great start-up environment and management

High-tech office in DWTC area

High level of flexibility and independence

Ability to learn and self-develop

Qualifications

• 5+ years of experience in operations, customer experience, or strategy in fintech, banking, or SaaS.
• Proven track record leading operational teams in fast-paced environments.
• Strong understanding of fintech products and regulations.

Responsibilities

• Design and improve operational processes across the business.
• Build and lead customer support to deliver exceptional service.
• Recruit, mentor, and grow high-performing teams.

Skills

Leadership

Communication

Cross-functional collaboration

Analytical

Data-driven

Job description

Fortis is a Dubai-based retail tech company focused on the digital interaction experience of retail businesses and their customers. At the core of our endeavor is developing an omnichannel platform and a suite of client interfaces and services spanning web, app, smartPOS systems, and more. These tools empower merchants and customers and assist other businesses collaborating within this ecosystem.

The Fortis solution helps to sell and get paid seamlessly in-person and online with convenience, communicate with customers when needed, attract new customers and retain existing ones, and run the business efficiently. Fortis works for entrepreneurs who are creating businesses for the retail customer. We focus on micro, small, and medium-sized companies, the most extensive segment that forms the backbone of the modern economy. Still, we are also open to working with large enterprises.

About the role

About the role

Head of Operations and Client Experience will be a key member of the leadership team, responsible for building and scaling our operational engine and ensuring every customer interaction reflects excellence. You’ll lead cross-functional teams to deliver efficient operations, regulatory compliance, and exceptional customer journeys — from onboarding to support.

What you’ll be doing

Operations Leadership

• Design, implement, and continuously improve operational processes across the business.
• Oversee day-to-day business operations including payments, compliance, support, and partner integrations.
• Define and track KPIs to ensure operational excellence, scalability, and cost efficiency.
• Drive cross-functional collaboration across product and business teams.

Client Experience

• Build and lead the customer support and success function to deliver world-class service.
• Create and implement customer journey maps to optimize onboarding, education, and retention.
• Establish feedback loops and performance metrics (CSAT, NPS, resolution time, etc.) to drive continuous improvement.
• Ensure consistent brand voice and service quality across all client touchpoints.

Compliance & Risk

• Work with legal / compliance advisors to ensure alignment with local and international regulations.
• Manage respective relationships with key financial, banking, or payment partners.

Team & Culture

• Recruit, mentor, and grow high-performing operations and client experience teams.
• Foster a culture of ownership, speed, and continuous improvement.

Who we're looking for

• 5+ years of experience in operations, customer experience, or strategy, ideally in fintech, banking, or SaaS.
• Proven track record of leading and scaling operational teams in a fast-paced environment.
• Strong understanding of fintech products and regulatory environments.
• Data-driven, process-oriented, and highly analytical.
• Excellent leadership, communication, and cross-functional collaboration skills.

What we offer

• Great start-up environment and management
• Modern product and industry
• Ability to learn and self-develop
• High-tech office in DWTC area
• High level of flexibility and independence

Connecting merchants and their customers

Customers, sales, payments, goods, deliveries, employees, orders, discounts, marketing campaigns – everything that connects you to your customers – in one place.

Our main priorities are inspired employees, successful partners and satisfied clients. We are confident about the way we should act to follow our aspiring heights.

We provide our team members with modern and fully equipped office space as well as a selection of benefits.

• drop file here to upload from your device)

United Arab Emirates +971

Location

• drop file here to upload from your device)

How long is your notice period?

Do you live permanently in Dubai (UAE)?

• Do you have a job visa to work in the chosen location (above)?

Please specify the term when your job visa expires with month and year in case you answered 'Yes' to the question before

How did you hear about Fortis job opportunities?

What languages are you fluent in?

English Hindi Malayalam Tagalong Arabic Other language

By filling this form and Pressing button Submit the application, you agree to the processing of the data you have submitted in accordance with the Privacy Policy and User Terms .

Stay Updated

Unlock Exclusive Updates, Offers, and Insights

By clicking "GO" you agree to the processing of your personal data by Fortis as described in our User Terms and Privacy Policy . You can unsubscribe at any time.

J-18808-Ljbffr