Operations Manager - Fintech

Key Responsibilities and Accountabilities

• 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.