Reseller Operations - Manager

Optimal Innovation; Abu Dhabi; On-site; AED 80,000 - 120,000; Full time

Job summary

A fintech company is looking for a team leader for reseller operations in Abu Dhabi. This role involves overseeing the onboarding and support operations for resellers, ensuring they are well-equipped and effectively trained. The ideal candidate will manage a high-performance team and coordinate closely with various departments to enhance business processes. Strong leadership, operational mindset, and a minimum of 5 years in fintech or high-risk industries are essential. The position also requires excellent communication skills and occasional travel for business events.

Qualifications

• Minimum 5 years of experience in fintech, iGaming, payments, or other high-risk industries.
• Proven experience managing teams and coordinating across multiple departments.
• Strong English communication skills—both written and verbal.

Responsibilities

• Lead and manage the reseller operations team.
• Oversee daily operations including onboarding and issue resolution.
• Act as the primary escalation point for reseller-related concerns.

Skills

Team management

Stakeholder management

Problem-solving

Operational oversight

Education

Bachelor’s degree in business, finance, technology, or a related field

Job description

Overview

We are a fintech company that provides payment services to high‑risk merchants, including iGaming, Forex, and Crypto trading. Our business operates on a reseller model where authorized resellers act as an extension of the company to assist customers in making transactions through our payment wallet platform.

Role Purpose

As the team leader, you will take complete ownership of reseller operations. This role requires end‑to‑end oversight of reseller onboarding, support, training, and enabling them to conduct business effectively. It goes beyond people management and demands strong process ownership, cross‑functional coordination, and the ability to build a scalable operational framework that supports a growing reseller network.

Key Responsibilities

• Lead and manage the reseller operations team, ensuring high performance, accountability, and continuous development.
• Oversee daily operations including onboarding, support, training, and issue resolution.
• Act as the primary escalation point for reseller‑related concerns and ensure timely, effective resolution.
• Manage the complete onboarding process, ensuring resellers are verified, trained, and fully equipped to operate.
• Conduct or coordinate training sessions on platform usage, processes, compliance requirements, and best practices.
• Maintain active communication with resellers to support their growth and ensure strong engagement with customers.
• Work closely with technology teams to troubleshoot platform issues and coordinate technical resolutions.
• Collaborate with finance teams on reconciliation, transaction discrepancies, and operational finance matters.
• Partner with compliance, business development, and other internal teams to ensure smooth operations and alignment.
• Document workflows, create SOPs, and maintain updated operational guidelines.
• Identify gaps, inefficiencies, and risks in current processes and implement improvements.
• Build scalable systems that reduce dependency on individuals and enhance operational consistency.
• Ensure all operational processes are followed accurately and consistently.
• Monitor key operational metrics and prepare reports for management.
• Uphold compliance standards across reseller activities and internal workflows.
• Maintain strong visibility within the reseller ecosystem through regular communication and relationship management.
• Represent the company at business events, conferences, and reseller meetups (1–2 times per year).

Required Qualifications & Experience

• Bachelor’s degree in business, finance, technology, or a related field.
• Minimum 5 years of experience in fintech, iGaming, payments, or other high‑risk industries.
• Proven experience managing teams and coordinating across multiple departments.
• Strong English communication skills—both written and verbal.
• Ability to learn processes quickly, document them clearly, and train others effectively.
• Basic understanding of finance, reconciliation, and transaction flows.
• Comfortable operating transparently under real identity due to direct interaction with the reseller network.
• Willingness to travel occasionally for business events.

Key Competencies

• Strong operational mindset with attention to detail.
• Process‑driven and structured in approach.
• Excellent coordination and stakeholder management skills.
• Ability to handle high‑pressure environments and complex operational scenarios.
• Proactive problem‑solver with a focus on continuous improvement.
• Confident communicator with strong leadership presence.