Operations Specialist (stc pay Remittances)

Job Objective:

Manage the day-to-day operations for stc Pay under Remittances business. Operations include monitoring the market rates, setting the margins, preparing operations policies and manuals and other key functions. He / She is also responsible for providing support to the Head of Business and other functions as and when required.

Job Specifications:

• Responsible for monitoring the rates of the competition and updating the margins accordingly.

• Responsible for reviewing commercials/rates provided by partners, determine the partner switching to be done for the respective corridor.

• Responsible for handling production issues related to technical errors and/or system, service, and other production issues, as they arise. 

• Responsible for preparing daily, weekly, and monthly reports for management and sales teams.

• Responsible for preparing trend analysis and business forecasts for peak periods to manage the funding, making sure that forecast sheets are shared with respective partner(s) along with the Finance team in a timely manner.

• Responsible for providing operational support to Compliance team, handling suspicious and/or fraud cases, continuously update transaction limits based on the compliance approval, continuous review, and monitoring of transactions to block/unblock receivers (as and when required). 

• Closely work with the Finance team to ensure sufficient funding amounts are available, create business forecasts, perform front-end reconciliation and refunds. 

• Responsible for providing post-transaction assistance to customers in cases of transaction cancellations, transactions on-hold, and delayed transactions. Review and provide details for dormant accounts & suspicious cases. 

• Responsible for supporting the Customer Service team with complicated post-transaction queries and issues.

• Prepare FAQs for website and continuously review and update, also update the knowledge base and prepare training materials for the Customer Service team with launches of new services. 

• Closely work with partners/vendors to review rates, highlight technical issues, work with compliance, and all other issues.

• Closely work with internal and external IT teams, take part in the UAT before any new service is launched. 

• Responsible for supporting with information required for internal audit. 

• Perform any ad hoc tasks as and when required.

Qualification & Experience:

BSc in Business Administration, Finance, Banking, or any related field

Minimum of 3-5 years of experience in Remittances Operations within the Payment Service Provider or Financial Services industry, preferably in a digital wallet or payments environment.