The Merchant Operations Executive is responsible for end-to-end management of payment
terminal operations for merchants, including deployment, activation, swap/retrieval,
troubleshooting, merchant support, SIM logistics, and coordination with internal/external
stakeholders. This onsite role is embedded in BAU and supports operations as needed,
including weekend and public holiday shift rotations with allowance.
Key Responsibilities:
Reporting and Analysis
- Generate and analyze daily/weekly/monthly operational reports.
- Track KPIs related to terminal deployment, swaps, retrievals, SIM usage, and service levels.
- Identify operational inefficiencies and propose practical improvement.
- Maintain accurate records and documentation for audits and compliance.
Payment Terminal Operations
- Coordinate and execute the deployment of POS terminals to merchants; ensure proper setup, activation, and testing.
- Manage replacements of faulty terminals; retrieve deactivated/ unused units from merchants.
- Diagnose and resolve terminal issues (e.g., connectivity, transaction failures); escalate complex issues to engineering/tech teams when required.
SIM Card Management (Secondary)
- Oversee SIM allocation for terminals; handle swaps, activations, and connectivity troubleshooting.
- Maintain inventory and track SIM usage accurately.
Merchant Support & Fulfilment
- Provide L1/L2 support to merchants, technicians, and agents for terminal-related issues.
- Train merchants on terminal usage, troubleshooting steps, and best practices.
- Ensure timely resolution of merchant complaints or escalations.
Agent Arrangements
- Monitor and supervise agents for assigned requests.
- Communicate effectively with agents and provide onsite or remote support to resolve issues promptly.
- Escalate matters to the helpdesk and ensure timely follow-ups until resolution.
Courier, Logistics and Documentation
- Arrange deliveries of POS terminals, SIM cards, and documents via appointed courier partners (e.g., GDex, J&T, DHL).
- Ensure items are packed, labeled, and documented correctly before courier handover; submit requests via courier platforms/portals.
- Track delivery status, update internal records, and proactively follow up on delays or failed deliveries; coordinate re-deliveries.
- Maintain digital and physical records of merchant agreements and related documentation; ensure compliance with internal SOPs, BNM regulations, and PCI-DSS standards.
Standby Support and Shift Rotation
- Provide on-call/standby support during weekends and public holidays for urgent terminal issues.
- Participate in a weekend and public holiday shift rotation schedule; shift/standby allowance will be provided in accordance with company policy.
- Coordinate with vendors/partners for emergency replacements or fixes as needed.
Internal and External Coordination
- Liaise with Sales, Tech, Risk, Finance, and Customer Support teams to ensure a smooth end-to-end merchant experience.
- Act as a central point of contact for operations-related merchant matters.
Required Skills and Qualifications:
Must-Have:
- Bachelor's degree in Business Administration, IT, Telecommunications, or relatedfield.
- 12 years of experience in operations, SIM card management, telecom support, or payment terminal operations.
- Strong analytical skills with proficiency in Excel/Google Sheets for reporting.
- Good communication and problem-solving skills.
- Ability to work in shifts and provide standby support when required, including weekend and public holiday rotations.
Nice-to-Have:
- Knowledge of payment terminals and merchant acquiring operations.
- Background in financial institutions, banking, or FinTech.
