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This role is responsible for assisting the Supervisor in managing day-to-day Territory Support operations to ensure effective handling of KBZPay-related queries, requests, complaints, and operational processes from Branches, KBZPay Centers, and internal stakeholders. The role supports operational monitoring, team coordination, service quality management, and timely issue resolution within defined SLA and operational standards.

• Support the Supervisor in overseeing day-to-day Territory Support operational activities.
• Monitor handling of KBZPay-related queries, requests, complaints, and ticket queues.
• Ensure timely resolution and close looping of cases within defined SLA.
• Support monitoring of team productivity, ticket quality, and operational accuracy.
• Coordinate with Branches, KBZPay Centers, and internal VC/Functions for issue resolution and operational support.
• Support escalation handling for urgent customer impact issues and operational risks.
• Assist in reviewing recurring operational issues and recommend process improvements.
• Support KYC correction requests, portal-related issues, and operational validations according to SOP.
• Guide and support Junior and Senior team members in daily operational activities.

• Assist in preparing operational reports, performance tracking, and management updates.

• Support shift planning, OT arrangements, onsite support, and business continuity activities.

• Participate in system enhancement, operational improvement initiatives, and process changes.

• Ensure compliance with operational procedures, internal controls, and risk management requirements.

• Perform any other duties assigned by the Line Manager.

• Any Bachelor’s degree.
• Strong understanding of KBZPay operations, digital payment services, and operational workflows.
• Strong communication, coordination, and stakeholder management skills.
• Good analytical, problem-solving, and decision-making abilities.

• Able to manage multiple operational tasks under pressure.

• Proficient in MS Office applications (Word, Excel, PowerPoint).

• Team-oriented mindset with leadership and coaching capability.

• Strong attention to detail and service quality management.

• Minimum 2 to 3 years of working experience in banking, financial services, customer support, or digital payment operations.

• Experience in operations support, complaint handling, ticket management , or team coordination is preferred.

• Prior experience in supervisory support or team lead role will be an added advantage.