Job description for Operation Manager at eRpay
About the Role
We are looking for an experienced Operations Manager to lead and develop the company's operational activities, particularly in payment services, merchant operations, payment devices, and partnerships with banks and business partners. This role is responsible for ensuring efficient operations, meeting Service Level Agreements (SLAs), and maintaining compliance with established procedures and operational standards.
Responsibilities
- Lead merchant onboarding, activation, transaction operations, and device management processes.
- Oversee Customer Service/service desk operations, including complaint handling, ticket management, investigation, and issue escalation.
- Monitor operational KPIs, SLAs, backlogs, incidents, and the accuracy of operational data and reports.
- Manage vendors and ensure service quality meets agreed SLAs.
- Collaborate with Sales, IT, Finance, Risk, Compliance, banks, and business partners to support project implementation and day-to-day operations.
- Prepare management reports, analyze operational issues, and drive continuous process improvements.
- Ensure compliance with SOPs, internal controls, asset security requirements, and audit readiness.
- Lead, develop, and evaluate the performance of the Operations team.
Requirements
- Bachelor's degree (S1) in Management, Industrial Engineering, Information Systems, Accounting, or a related field.
- Minimum of 5 years of experience in Operations, including at least 2 years in a team leadership role.
- Experience in fintech, payment services, banking, or merchant operations is highly preferred.
- Strong understanding of merchant onboarding, device lifecycle management, complaint management, incident handling, vendor management, and project implementation.
- Knowledge of the payment industry, including QRIS, EDC, Soundbox, merchant acquiring/aggregation, and operational processes involving banks and business partners.
- Strong data analysis and reporting skills, including advanced proficiency in Microsoft Excel/Google Sheets and familiarity with BI dashboards.
- Good understanding of operational KPIs/SLAs, SOPs, operational controls, and Root Cause Analysis (RCA).
- Strong leadership, problem-solving, decision-making, communication, and stakeholder management skills.
Preferred Qualifications
- Certifications or training in Lean/Six Sigma, ITIL, Project Management, or Risk Management are an advantage.
