About this role
Key accountabilities and decision ownership
- Monitor daily remittance transactions and ensure smooth processing across all remittance corridors
- Investigate and resolve transaction failures, delays, reconciliation issues, and customer escalations within agreed SLAs.
- Coordinate with internal teams, technology vendors, and remittance partners for incident resolution and service improvements.
- Perform operational reconciliation, refund management, settlement validation, and reporting activities.
- Monitor partner and service performance, identify trends, and recommend corrective actions to improve transaction success rates.
- Support product enhancements, testing, UAT activities, and deployment validation for new features and change requests.
- Ensure adherence to compliance, AML, KYC, audit, and regulatory requirements related to remittance services.
- Maintain process documentation, operational procedures, and knowledge repositories.
- Perform root cause analysis on recurring customer issues and recommend corrective actions to improve customer experience and reduce repeat escalations.
- Perform any additional project, task or activities assigned/delegated by the Line Manager.
knowledge and experience:
- 0-4 years of experience in remittance, payments, banking operations, fintech, or digital financial services.
- Knowledge of cross-border remittance processes, settlement, reconciliation, and partner integrations.
- Experience in investigating transaction failures and coordinating issue resolution with multiple stakeholders.
- Familiarity with AML, KYC, regulatory, and compliance requirements within financial services.
- Strong analytical, reporting, and problem-solving skills with experience using operational and management reports. Budget owned: NA
Bachelor's Degree or Diploma in Business Administration, Finance, Information Technology, or related field.