Operations Performance Lead/ Farsi speaking
Company Description We are a data-driven company working per projects or business sub-division. Based in Yerevan, Armenia, the team partners global clients to design systems powered by insight and focused on measurable results. . The company offers a collaborative environment for professionals who want to shape impactful growth stories for diverse brands.
The Operations Performance Lead will act as a central coordination and performance function across Business Development, Payments, Customer Support, and KYC , ensuring that all operational subdivisions work effectively together and remain aligned with the company's strategic and commercial objectives.
The role will have a strong focus on cross-functional performance, business growth, operational efficiency, customer experience, and data-driven decision-making .
A key responsibility will be connecting Business Development activities with operational execution — ensuring that new opportunities, clients, payment methods, partners, and markets are properly evaluated, onboarded, implemented, monitored, and developed after launch.
The successful candidate should be able to look beyond individual departmental performance and understand the end-to-end business impact of Operations.
- Operations Performance & Coordination
Coordinate activities across Business Development, Payments, Customer Support, and KYC , ensuring effective collaboration and alignment with Operations and company objectives.
Work closely with the leads of each subdivision to establish clear priorities, KPIs, responsibilities, and performance expectations.
Monitor the overall performance of the Operations Department and identify gaps, bottlenecks, dependencies, and opportunities for improvement.
Identify cross-functional operational issues and coordinate appropriate action plans with the responsible team leads.
Follow up on agreed actions, deadlines, and performance improvement initiatives and ensure accountability across teams.
Support the VP of Operations in maintaining visibility over departmental performance, priorities, risks, and critical operational matters.
- Business Development & Commercial Performance
Work closely with the Business Development team to evaluate and develop opportunities that can contribute to transaction growth, client acquisition, market expansion, and revenue generation.
Monitor the Business Development pipeline and ensure that qualified opportunities progress effectively through internal evaluation, onboarding, integration, launch, and post-launch development.
Analyze the performance of existing clients, partners, payment methods, and markets to identify opportunities for growth, reactivation, optimization, cross-selling, and increased transaction volume .
Identify underperforming, inactive, or high-potential clients and coordinate appropriate commercial and operational actions with Business Development and relevant teams.
Support Business Development in identifying potential new partners, markets, merchants, and strategic cooperation opportunities .
Track post-launch performance to determine whether new business opportunities are delivering the expected transaction volumes, customer activity, and commercial results.
- Reporting & Management Support
Prepare comprehensive monthly and quarterly Operations Performance Reports for the VP of Operations and senior management.
Present key results, trends, challenges, risks, and business opportunities during Operations checkpoint and management meetings.
Provide the VP of Operations with clear visibility into:
Overall departmental performance
Business Development progress
Operational bottlenecks
Cross-functional dependencies
Key risks and incidents
Growth opportunities
Recommended management actions
Coordinate follow-up actions arising from management meetings and ensure timely execution by the relevant subdivisions.
Support the VP of Operations with data-driven analysis for strategic and operational decision-making.
Bachelor's degree in Business Administration, Finance, Economics, Management, Data Analytics , or another relevant field.
Relevant professional experience in operations, performance management, business development, payments, fintech, financial services, or a related industry .
Previous experience in payment solutions, fintech, PSPs, banking, acquiring, payment processing, or financial services is strongly preferred.
Strong understanding of operational and commercial KPIs and the ability to connect operational performance with business results.
Strong analytical skills with the ability to work with large amounts of operational and commercial data and translate findings into practical actions.
Good understanding of business development, client lifecycle, sales pipelines, account activation, retention, and revenue growth .
Strong project and cross-functional management skills with the ability to coordinate multiple teams without necessarily having direct managerial authority over them.
Excellent problem-solving skills and the ability to identify root causes rather than focusing only on symptoms.
Strong communication, presentation, and stakeholder-management skills.
Experience working with CRM systems, dashboards, BI/reporting tools, project management platforms, and operational systems is highly desirable.
Advanced Excel skills are required; experience with Power BI or similar BI tools is highly desirable.
Excellent command of English and Farsi is required ; knowledge of additional languages is considered an advantage.
Ability to work on-site in Yerevan and effectively collaborate in a multicultural, fast-paced environment.
Initial Performance Goals
During the first 6–12 months, the Operations Performance Lead will be expected to:
Build a unified Operations performance framework covering Business Development, Payments, CS, and KYC.
Establish standardized KPIs and dashboards providing management with clear visibility over operational and commercial performance.
Review the existing Business Development pipeline and introduce structured tracking from opportunity → evaluation → onboarding → integration → launch → performance .
Identify key operational bottlenecks affecting transaction volumes, client onboarding, customer experience, or revenue and implement measurable improvement plans.
Establish a structured process for identifying and reactivating inactive or underperforming clients.
Improve coordination and handover between Business Development, Payments, KYC, and Customer Support.
Introduce monthly Operations Performance & Business Growth Reviews with clear KPIs, action owners, deadlines, and follow-up mechanisms.
Identify and propose new opportunities for operational improvement, payment expansion, customer experience enhancement, and business growth.