- Oversee and manage the operations team, improve the processes and procedures of the team
- Motivate team members and increase the productivities of the team.
- Managing the customer/ merchant support process from multiple channels such as Facebook, hotlines and email.
- Consult the external stakeholders for the system integration, launching process and after go-live process.
- Preparing training presentation and providing training merchants/
- Communicating with external and internal stakeholders to smooth the operations and to solve the problems.
- Handling the complaints and providing appropriate solutions/ alternatives within the time limits.
- Keeping the records of customers/ merchants' interactions, the root cause of the issue and solution.
- Investigate the fraud & dispute cases and communicate with external/ internal stakeholders about the case details with suggestion and best practices.
- Performing preventive action for any future similar/related incidents.
- Learning new products, test and verify the features of the Citizens pay systems, and prepare/enhance (SOPs), FAQ and user guides.
- Make sure team members are following the SOP, guidelines and policies.
- Performing the operational related tasks and set up of Citizens pay products and services.
- Tracking the tasks properly and providing the reports which can reflect the status of the workload and tasks.
- Solving the problems escalated from the team members.
- Any other tasks assigned by the supervisor.
10 years’ Fintech / Tech startup Business and Financial Operations Management experienceDemonstrated team management experienceDemonstrated budget management and financial forecasting experienceFundamental knowledge of product commercialization and revenue managementInternational operations management experienceBig-picture strategic mindset with the ability to identify trends and drive growth initiativesAdvanced process management abilityDemonstrated ability to “motivate the troops” and drive maximum results