Operations Support Specialist at Pagatech Limited

About The Role

• The Operations Support Specialist is responsible for ensuring the smooth and efficient delivery of operational processes by monitoring transactions, resolving customer and system issues, supporting incident management, performing reconciliation, and coordinating with internal and external stakeholders to maintain service excellence and operational efficiency.

Primary Responsibilities
Transaction Monitoring and Support:

• Monitor daily transactions across all payment channels and services.
• Investigate and resolve failed, pending, and inconclusive transactions.
• Escalate critical incidents to the appropriate teams and vendors for resolution.
• Ensure prompt resolution of customer complaints and operational issues.

Incident Management:

• Log, track, and manage incidents in accordance with established SLAs.
• Coordinate incident resolution activities with technical teams and third-party service providers.
• Prepare incident reports, root cause analyses, and post-incident reviews.
• Maintain an incident register and ensure timely updates on open issues.

Reconciliation and Settlement:

• Perform daily reconciliation of transactions across payment channels.
• Identify and investigate reconciliation exceptions and discrepancies.
• Process manual reversals and ensure accurate settlement of transactions.
• Liaise with finance and partner institutions on settlement-related matters.

Customer and Merchant Support:

• Support customer service teams in resolving transaction disputes and complaints.
• Investigate erroneous transfers, fraud reports, and chargeback requests.
• Assist merchants with transaction and account-related issues.
• Ensure timely communication and updates to stakeholders on outstanding issues.

Process and Service Monitoring:

• Monitor service availability and system performance.
• Track service metrics and prepare operational performance reports.
• Identify process gaps and recommend improvements to enhance service delivery.
• Ensure compliance with operational procedures and service standards.

Documentation and Reporting:

• Prepare daily, weekly, and monthly operational reports.
• Maintain operational records, logs, and documentation.
• Generate SLA and KPI reports for management review.
• Document operational procedures and update process manuals as required.

Compliance and Risk Management:

• Adhere to internal policies, regulatory requirements, and operational procedures.
• Identify operational risks and recommend mitigation measures.
• Support fraud investigations and ensure appropriate controls are implemented.
• Ensure compliance with information security and data protection requirements.

Knowledge and Skill Requirements

• Bachelor’s Degree in Business Administration, Finance, Computer Science, Information Technology, Economics, or a related field.
• Relevant professional certifications in operations, service management, or project management will be an added advantage.
• ISO 20000 Service Management practices.
• ITIL Incident and Problem Management processes.
• Electronic payment systems, NIP transactions, and settlement processes.
• Jira, Service Desk, or ticket management systems.
• SQL and data analysis tools (an added advantage).
• Minimum of 2–4 years' experience in Operations Support, Transaction Operations, FinTech Operations, Banking Operations, or Customer Operations.
• Experience in transaction monitoring, reconciliation, incident management, and dispute resolution is highly desirable.

Key Competencies:

• Strong analytical and problem-solving skills.
• Knowledge of electronic payment systems and banking operations.
• Understanding of incident management and service management processes.
• Proficiency in Microsoft Excel and reporting tools.
• Excellent communication and stakeholder management skills.
• Strong attention to detail and accuracy.
• Ability to multitask and work under pressure.
• Good knowledge of payment channels, reconciliation processes, and fraud management.