Role and Responsibilities
Customer Support
- Lead and oversee 24x7 global Customer Support operations across multiple corridors and payout networks.
- Serve as executive escalation point for key customers and high-impact operational issues.
- Establish and maintain governance frameworks for Incident Management, escalation control, and service quality standards.
- Take hands-on leadership during major incidents affecting banks, API connectivity, and transaction processing.
- Prepare and present operational reports, KPIs, and service performance updates directly to the CEO.
- Define, monitor, and improve department KPIs including SLA adherence, resolution time, first-contact resolution, and incident recurrence rate.
- Conduct departmental Risk Assessments to identify operational exposure, corridor instability, fraud risks, and process gaps.
- Drive preventive and data-driven initiatives to reduce manual intervention, compensation exposure, and operational losses.
- Lead workforce planning, performance management, hiring, and leadership development across a multi-tier support structure.
Product Operations
- Lead Product Operations to ensure scalability, reliability, and operational readiness of all remittance and payment products.
- Act as the operational bridge between Technology, Compliance, Banking partners, and Customer Support.
- Provide 3rd layer (L3) support for incident management, serving as senior escalation point for critical API, integration, bank connectivity, and transaction flow issues.
- Manage change management requests from internal stakeholders and external clients, ensuring proper impact assessment, risk evaluation, and controlled implementation.
- Collaborate with Product teams on roadmap prioritization and backlog planning, ensuring alignment with operational insights, customer impact, and business objectives.
- Define and recommend priority enhancements based on transaction performance data, SLA impact, customer feedback, and effort assessment.
- Support product proposition refinement and UX improvements.
- Drive end-to-end operational readiness for new product launches, corridor expansions, and bank integrations.
- Provide end-to-end support for complex technical and transaction-related issues affecting clients and internal stakeholders.
- Serve as senior escalation point for critical API, integration, bank connectivity, and transaction flow issues.
- Conduct structured post-launch risk assessments covering transaction flow, rejection handling, support load, and operational impact.
- Manage operational lifecycle from launch preparation to Business-As-Usual (BAU) stabilization.
- Monitor product health metrics including transaction success rate, rejection trends, bank uptime, and corridor stability.
- Analyze market trends, user behaviour, and operational data to identify improvement and innovation opportunities.
- Serve as key liaison for critical customers during product-related escalations and SLA discussions.
- Demonstrate strong troubleshooting expertise with deep understanding of remittance transaction flows and banking integrations.
- Drive automation and process improvements to improve STP rate, reduce manual intervention, and enhance product stability.
- Conduct product training sessions and develop operational documentation for internal stakeholders.
Key Deliverables & KPIs Ownership
- SLA adherence and service quality performance
- Transaction success rate and corridor stability
- Reduction in incident recurrence and manual intervention
- Operational risk mitigation and loss reduction
- Successful and controlled new partner integrations
- Executive-level reporting accuracy and transparency
