Senior Operations Manager

📍 Location: Santiago, Rep. Dom.Villa Olga
We're part of Nclusion, a company headquartered in Palo Alto, California, whose mission is to bring traditional financial services to the 1.5 billion people worldwide who currently lack access to them, helping them save, invest, and transfer money securely.Locally, we operate as NYLC Dominicana, and we're in a stage of strong growth, building our structure and team from the ground up. As part of our strategy, we've acquired betting bank consortiums (bancas), which will serve as our platform to integrate financial services as they're developed.
Position PurposeOwn the day-to-day performance of the entire banca network across the Dominican Republic — every region, subcentral, route and location operating to clear standards. Translate company priorities into consistent field execution, and develop Regional Managers and Subcentral Coordinators into strong business leaders. The goal: an operation that delivers at scale without needing constant intervention from the General Manager.
Key ResponsibilitiesNetwork PerformanceOwn the day-to-day operational performance of the complete banca networkEstablish operating routines to review results, identify deviations and drive corrective actionRegional & Subcentral LeadershipDirectly manage and develop the Regional Operations ManagersBuild leadership depth so the organization can scale without increasing dependency on the General ManagerBanca OperationsEnsure bancas open on time and remain fully operational — people, equipment, connectivity and conditions in placeEnsure adequate staffing and effective allocation of agents across the networkCollections, Cash & Prize-Payment ExecutionEnsure disciplined, timely collection processes across routes and subcentralsEnsure sufficient liquidity and proper processes to support timely prize paymentsCommercial ExecutionTranslate commercial priorities into field action, in close partnership with the Commercial ManagerEnsure Operations understands the link between sales, RTP, GGR and profitability — not sales in isolationProcess Standardization & Continuous ImprovementOwn the standardization and continuous improvement of the Operations organizationEstablish SOPs for critical activities and ensure they're trained, audited and improved from real field experienceOrganizational Planning & ScalabilityContinuously evaluate whether routes, subcentrals and regions remain properly structured as the network growsAnticipate operational capacity needs before growth creates bottlenecksCross-Functional CoordinationPartner with Commercial, Finance, HR and Maintenance on execution, staffing and controlsEscalate material issues to the General Manager with analysis and recommended actions — not just problems
Profile & ExperienceSignificant leadership experience in large-scale, multi-location operations.Proven experience managing managers and geographically dispersed teams.Strong understanding of KPIs and performance-management systems.Required Spanish & English