The day-to-day activities:
Operations is a unique function to ensure high quality operations with strong growth for Moca payment platform, especially in strategic partnership with Grab Vietnam. This Operations function comprises of three critical pillars, namely Financial Operations, Quality Control and Operations Project Management.
Financial Operations:
Oversee all financial operations of Moca payment platform.
- Reconciliation and settlement activities for Moca payment platform which supports bank card, e-wallet and merchant card payment, including:
- Reconciliation and settlement with banks, for bank account/card payment (ATM/Visa/Mastercard/JCB...) and e-wallet cash-in/cash-out.
- Payment & fees reconciliation and settlement with merchants and partners.
- Moca e-wallet operations, including cash-in/cash-out and custodian accounts management.
- Operational process improvement and product development:
- Development and improvement of operational processes and tools.
- Work with internal stakeholders and partner banks Moca services comply with regulatory requirements and adhere to industry best practices.
- Regulatory reporting and operational compliance.
- Risk management for Moca payment platform, including:
- Establish policies, operational procedures and build tools to actively control risks.
- Manage transaction monitoring and authorization, and handling of suspicious transactions.
- Lead data analysis to continuously improve risk management controls.
- Second-level and point of escalation for customer service, ensuring customer issues with payment activities are promptly resolved with great quality.
Quality Control:
Lead continuous quality monitoring and improvement to ensure market leading quality for Moca payment operations, especially on the Grab platform in strategic partnership with Grab.
- Establish processes and build capacity to continuously monitor and drive quality improvement.
- Develop relevant quality metrics.
- Active and continuous measurements and monitoring of service quality to promptly discover issues.
- Drive speedy resolutions of issues, especially root cause resolutions, to ensure market leading quality.
Operations Project Management:
Lead the management of all complex projects contributing to the growth of Moca payment business, especially in the strategic partnership with Grab, including:
- Launch new payment services.
- Launch new major partners, marketing campaigns.
- Service improvement projects.
Key requirements:
- University or higher degree in Finance - Banking, Accounting, or equivalent.
- At least 05 years of experience as department/division leader for payment, card or e-banking.
- Deep understanding of the entire payments eco-system including payment operations, processors and gateways, issuing/acquiring banks, card networks, authorizations, settlements, compliance and risk issues.
- Strong organizational ability and substantial experience leading complex projects in banking/payment space.
- Great quality focus mindset and uncompromising drive for the best customer service.
- Ability to communicate clearly and interact effectively with different stakeholders, including regulators.
- Ability to work and create structure out of an undefined environment and make recommendations quickly.
- Excellent people manager, open to direction and able to guide team to get the job done.
- Native Vietnamese speaker with good command of English.
