To support the design, analysis, and rollout of new VAS features and partnerships through market research, process documentation, and pilot testing.

Service Operations

• Manage and monitor the daily operations of VAS products to ensure smooth and uninterrupted services.
• Track transaction processing, uptime, and error logs to identify issues promptly.
• Support service restoration efforts by coordinating with IT and vendor teams during incidents.

Issue Resolution & Escalation

• Act as the first point of contact for operational issues and escalate critical cases to the Manager and relevant teams.
• Maintain detailed incident logs and track resolution timelines in line with SLAs.
• Follow up on system-related problems to ensure permanent resolution and process improvement.

Reporting & Documentation

• Prepare daily, weekly, and monthly operational reports on transaction trends, downtime incidents, and service metrics.
• Maintain comprehensive documentation for all operational procedures, partner interactions, and escalation cases.
• Ensure timely data submission for management and regulatory reporting purposes.

Continuous Improvement

• Analyze feedback from customers, agents, and merchants to identify operational pain points.
• Propose practical solutions to improve service reliability, customer experience, and turnaround time.

Stay updated on VAS operational best practices and support the adoption of automation tools.

• Bachelor’s degree in Business, Economics, IT, or related field.
• 3–5 years in digital banking operations, support, or service monitoring
• Operational troubleshooting, coordination with IT, documentation, attention to detail, escalation management