About the Role
This position involves managing and overseeing daily remittance transactions to ensure efficient processing across multiple corridors. The role requires in-depth investigation and resolution of transaction failures, delays, and customer escalations, adhering to agreed service level agreements (SLAs). Key responsibilities include coordinating with various internal teams, technology vendors, and remittance partners for incident resolution and service improvements.
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Key Accountabilities
- 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.
Qualifications
Bachelor's Degree or Diploma in Business Administration, Finance, Information Technology, or related field.
