eSewa invites applications for the position of Chief Operating Officer (COO), reporting directly to the CEO. The COO will lead the company’s payment operations, customer service, and administrative functions; translate organizational priorities into actionable operational plans; strengthen service delivery and internal controls; and drive productivity through process optimization, automation, and effective resource utilization.

Qualification and Experience

• Master’s degree in Management, Finance, Technology or a related discipline.
• At least 12 years of relevant experience in banking, financial services, payments or fintech, including 5 years leading large operational teams or multiple departments.
• Demonstrated experience in payment operations, reconciliation, settlement, customer service and operational risk management.
• Strong understanding of digital payments, banking processes, internal controls and applicable regulatory requirements.
• Proven ability to improve processes, deliver automation, manage incidents and support business continuity.
• Strong leadership, analytical, communication and stakeholder management skills, with budgeting and resource management capability.

Job Description

• Translate company strategy into operational plans, service targets, and clear departmental accountabilities.
• Contribute to business planning, budgeting and capacity forecasting with the CEO, Finance and other leadership teams.
• Lead payment operations, service activation and transaction exception resolution within approved procedures and authority.
• Oversee assigned reconciliation, settlement preparation, refunds and recoveries; resolve outstanding differences with Finance.
• Lead customer and merchant support across channels; improve complaint resolution, service quality and customer satisfaction.
• Oversee routine KYC verification, account services and assigned payment disputes, with documented approvals and escalation of sensitive cases.
• Strengthen operational controls, segregation of duties and corrective actions; track errors, losses and control weaknesses.
• Coordinate with Risk and Compliance, Security and Finance on fraud containment, regulatory matters and customer-fund exposure.
• Lead operational incident response, business continuity and recovery testing; address root causes of recurring service failures.
• Drive process improvement and automation to improve productivity, service delivery and cost efficiency.
• Assess operational readiness for new products and services, covering capacity, support, controls, reconciliation and settlement.
• Manage administration, procurement administration, assets, workplace safety, supplier performance and device stock and logistics.
• Control assigned budgets, monitor service costs and resource use, and align staffing and deployment with operational demand.
• Manage operational relationships with banks, merchants and partners alongside commercial owners; resolve cross-functional dependencies.
• Lead and develop department heads, strengthen accountability and succession, and report performance, risks and improvement priorities to the CEO.

Required Skills

• Strong operational leadership and decision-making
• Strategic planning and execution
• Payment operations and customer service management
• Process improvement, automation, and operational efficiency
• Risk management, internal controls, and compliance
• People leadership and team management
• Strong analytical and problem-solving skills
• Stakeholder management and effective communication

Benefits of Working at eSewa

• Work directly with the CEO and leadership team to shape eSewa’s operational priorities and business performance.
• Lead operations at scale, improving payment services and the experience of customers, merchants and partners across Nepal.
• Work within an established digital payments ecosystem, collaborating with banks, merchants and service partners.
• Drive improvements in automation, service quality and productivity across the business.
• Grow as an executive leader while developing teams and shaping a culture grounded in eSewa’s TIGER values.

How to apply?

We are always keen to meet energetic and talented professionals who would like to join our team. Click on the button below and submit your application to apply for the post.

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