Senior Manager, Customer Operations

  • Ho Chi Minh City
  • Report to: Chief Customer Officer
  • Department: Customer
  • Contact to: hiring@timo.vn

RESPONSIBILITIES

Card Operations

  • Lead card ops team and manage all card operation processes, card issuance, inventory planning, claim and chargeback.
  • Manage and modify card policies for customers (debit and credit cards) and card manuals, which include: card product and service features, acquisition, customer maintenance, payment system, and delinquency.
  • Manage daily operational activities to ensure operational processing of new/current customers.
  • Ensures that all transactions/facilities are properly authorized within set limits.
  • Conducts cross-checks and directly manage operation employee on rectification and corrective action on deficiencies.
  • Improve operating standards and processes as well as encouraging staff to actively participate in service quality initiatives.

Core Operations

  • Lead reviewer and checker team to ensure eKYC and KYC process running smoothly and safely.
  • Maintain regular transaction monitoring and suspicious activity detection utilizing fraud monitoring tools and systems to assess the risk of operation.
  • Identify operational and structural flaws and assist in the improvement of current or the development of new procedures to maintain the team as efficient as possible.
  • Coordinating with others functions to minimize the likelihood of the operational risk occurring, including risk identification, assessment, mitigation and control, loss identification and reporting.
  • Ensuring strict compliance with government banking regulations.

REQUIREMENTS

  • Preferred operation background in finance, banking, operation and law.
  • Have at least 6 years of experience in payments, banking and fintech.
  • Intensive understanding of banking products, KYC process, customer information management.
  • Good at communication, negotiation and problem-solving.
  • Experience of interpreting and analyzing a large volume of information and data.
  • Flexibility to support other operational teams when required.
  • Able to communicate effectively with different stakeholders.

BENEFITS

  • Competitive salary
  • 13-month salary
  • Extra healthcare insurance
  • Company outing & team building
  • 15-day annual leave days
  • Data 3G allowance
  • Parking allowance
  • Taxi allowance
  • Learning & Development
  • Timo Club
  • Full time, working hours from 8:30 – 12:00 & 13:30 – 18:00 Monday to Friday weekly