Rewards Operations Specialist (stc pay)

Job Objective:

The Rewards Operations Specialist runs the day-to-day operation of the stc pay Bahrain app's rewards programs so that every eligible customer receives the right reward, on time, at the right cost. The role covers card cashback, points earning and redemption, in-app promotional campaigns and partner offers.

Job Specifications:

Campaign setup and launch

• Configure approved cashback, points and promotional campaigns in the rewards engine: eligibility rules, segments, caps, merchant lists, dates and budgets.

• Write test cases and run UAT with Product and QA before every launch; sign off go-live readiness.

• Coordinate in-app content, push notifications and terms and conditions with Marketing and Legal.

Rewards fulfilment and monitoring

• Monitor daily reward accruals, credits and redemptions against campaign rules and budget.

• Detect and fix failed, delayed, duplicate or wrongly calculated rewards; run manual adjustments under approved limits.

• Process reward reversals for cancelled transactions, refunds and chargebacks.

• Pause or adjust campaigns quickly when budget, abuse or technical issues require it.

Partner and financial reconciliation

• Reconcile reward liabilities with Finance daily and monthly, including points and merchant-funded offers.

• Validate partner and merchant invoices, settlement files and funding contributions.

• Track campaign spend versus budget and flag variances early.

Controls, fraud and compliance

• Work with Fraud and Risk to detect reward abuse such as multiple accounts, self-dealing and suspicious transaction patterns.

• Keep campaigns aligned with CBB rules, internal policies and published terms and conditions.

• Maintain maker-checker controls, audit trails and documentation for every configuration change.

Customer issues

• Act as second-level support for Customer Care on reward disputes and complaints.

• Resolve escalated cases within SLA and identify root causes of repeat complaints.

• Keep FAQs and Care scripts up to date for each live campaign.

Reporting and improvement

• Produce daily, weekly and post-campaign reports on participation, rewards issued, cost and ROI.

• Recommend rule, process and automation improvements to raise efficiency and cut errors.

• Write and maintain SOPs for all rewards operations processes.

Qualification & Experience:

Education and experience

• Bachelor's degree in Business, Finance, Marketing, Information Systems or a related field.

• 3–5 years of experience in loyalty, rewards, campaign operations or payments operations, ideally in fintech, banking or telecom.

• Hands-on experience with a rewards or campaign management platform and card transaction data.

Technical skills

• Strong Excel skills (pivot tables, lookups); SQL for data checks and reporting is a strong advantage.

• Familiarity with BI tools such as Power BI or Tableau.

• Understanding of card payments: authorisation, settlement, MCC codes, refunds and chargebacks.

• Working knowledge of CBB regulations and consumer protection principles.

Note:

Preference in hiring will be given for Bahraini nationals.