Team Leader-Reseller Operations

Department: Operations

Reporting Line: Head of Operations

Outline

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

As this network continues to grow, we are looking for a team leader who can take complete ownership of reseller operations. This role is not limited to people management alone but requires end-to-end oversight of reseller onboarding, support, training, and enabling them to conduct business effectively with us.

Purpose of the Role

The Team Leader–Reseller Operations individual will oversee the end‑to‑end lifecycle of reseller engagement, including onboarding, training, operational support, and business enablement. This role goes beyond people management; it requires strong process ownership, cross‑functional coordination, and the ability to build a scalable operational framework that supports a growing reseller network.

The ideal candidate is operationally strong, process‑driven, comfortable working in high‑risk industries, and experienced in leading teams while improving systems, workflows, and service quality.

Key Responsibilities

• Team Leadership & Operational Oversight
  
  

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.

• Reseller Onboarding & Enablement
  
  

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.

• Cross‑Functional Coordination
  
  

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.

• Process Improvement & Documentation
  
  

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.

• Quality, Compliance & Reporting
  
  

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.

• Network Engagement & Visibility
  
  

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.

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