Main Duties and Responsibilities:

·       Support operational activities related to merchants, customers, partners, and digital channels to ensure seamless service delivery
Assist in resolving transaction disputes, failed transactions, reconciliation issues, and customer-impacting incidents in a timely manner

      Coordinate with customer support teams to ensure prompt issue resolution and maintain high customer satisfaction levels
Monitor and support daily operations of digital platforms, payment services, APIs, portals, and mobile applications to ensure business continuity
Prepare operational reports, KPIs, SLA reports, and service performance summaries for management review
Analyse trends and identify recurring operational issues, contributing to continuous improvement initiatives for digital services
Liaise with vendors, partners, and internal teams regarding operational matters and coordinate production changes
Participate in operational meetings and provide updates on system status, ongoing issues, and incident resolutions
Collaborate with development, infrastructure, and support teams for effective issue investigation and resolution

Required Qualifications and Experience:

·       Minimum degree in Information Technology, Computer Science or related fields

      Minimum one (1) year of work experience in fintech and banking operations and application support

      Good knowledge of digital payments, mobile apps, SQL, Incident management and ticketing systems, API and platforms such as ELK, Kibana

Required Skills and Aptitudes:

Good analytical and problem-solving skills
Attention to detail and good organisational skills
Team player with a proactive mindset
Good time management skills

 

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