Job Description

The Operations Support Specialist acts as the dedicated operational contact for high-value clients, ensuring seamless service delivery through strong operational expertise, professional client engagement, and disciplined process execution. The role combines hands-on support ownership with proactive monitoring and relationship management to drive service excellence.

1. Case Management & Client Support Ownership

• Act as the assigned Operations SME for designated high-touch clients within Dynamics.
• Monitor, fulfil and manage all client cases logged via the Solutions Desk mailbox. Driving accountability.
• Ensure cases are actioned in line with priority levels, with a focus on high-value client responsiveness.
• Be involved with the onboarding aspect for high value clients.  

2. Proactive Monitoring & Operational Oversight

• Maintain a deep understanding of each client’s products and services.
• Perform daily manual monitoring checks to proactively identify risks, failures, or performance degradation.
• Flag potential issues early and initiate preventative actions to avoid client impact.

3. Escalation & Incident Management

• Monitor WhatsApp escalation channels and ensure all issues are addressed promptly.
• Take ownership of escalations and drive resolution across internal teams and banking partners.
• Ensure Priority 1 (P1) incidents are immediately escalated and actively managed to resolution.
• Receive and assess IT-related incidents impacting clients, ensuring relevant communication and follow-through.
• Review and contribute to Root Cause Analysis (RCA) where required.

4. Client Engagement & Readiness

• Set up and chair monthly support engagement with the client in collaboration with the RM.
• Remain on standby for direct client engagements to support rapid issue resolution.
• Prepare thoroughly for engagements by having a clear view of:
  • Open cases and latest updates
  • Active incidents impacting the client (e.g., mandates, collections)
  • Alignment with the Relationship Manager (RM) prior to discussions

​5. Performance Management & Accountability

• Drive performance against defined metrics for high touch clients:
  • SLA adherence: Target ≥ 90% across all priorities
  • Client Effort Score: ≥ 5.6
  • Client Trust Indicator: Maintain Green status
• Actively identify and address performance gaps to improve service delivery.

6. Reporting & Governance

• Prepare structured updates for leadership engagements including:
• Prior month SLA performance
• Open tickets and status updates
• Incidents impacting client operations
• Client trust risks or concerns
• Analysis and feedback on P1 failures

The role will remain part of the support team for day-to-day support (as far as capacity allows) and be included for Standby and Saturday work rotation.

Key Skills & Experience:

• Strong payment product Knowledge
• Strong Payment operational and support experience (Min 3 years)
• Understanding of payment processing, collections, mandates, and reconciliation.
• Understanding of case management and SLA-driven environments
• Strong analytical and problem-solving capability
• Demonstrated ability to proactively monitor systems, manage multiple priorities, and drive resolution end-to-end
• Experience with Dynamics 365
• Advanced Proficiency in Microsoft Suite

Job Details

Take note that applications will not be accepted on the below date and onwards, kindly submit applications ahead of the closing date indicated below.

24/07/26