Operations Specialist

Get To Know Our Team:

As an Operations Specialist you will be responsible for processing and coordinating operational requests and projects to support our B2B  partners (Managed and/or Self Serve) during the different parts of their partner journey - from sign-up, on-boarding and payouts to optimizing our internal and external partner Knowledge Center.  

You will be responsible for driving innovation and quality improvement projects and are expected to be an expert in one or more of the operations area: 

• Managed partners- contracting, payments, system administration
• Self Serve - partner analysis & experience, products, system administration

You are expected to lead by example by showing a positive can-do attitude and role modeling the principle of taking ownership.

Excellent communication and organizational skills are required in this role. 

Location: This role requires you to be based in Bangkok, Thailand (with relocation support provide) 

In this Role, you'll get to: 

• Support: Handling of operations ticket inbound from our Commercial team and Partners and other internal stakeholders" (can include Tech/Product, Finance and CEG teams, etc) 
• Projects: Innovate the existing processes by initiating and driving medium sized* projects to improve efficiency, quality and/or Partner experience
• Coordinate with the Legal, Privacy and Fraud, Finance and/or Accounts Payables departments to ensure smooth contractual or financial facilitation
• Apply critical thinking and independently drive improvements across the team
• Share knowledge and best practices across teams, both centrally and in the regions
• Creating and documenting the processes to be followed by the commercial teams and operational teams
• Handling of ticket inbound from Partners (Self Serve)
• Maintaining high service levels according to set SLAs
• Provide peer training and support to newly onboarded members of the team

Handles tickets and projects in one or more areas of expertise:

Managed Partners:

Contracting: 

• Draft contracts using guidance & legal playbook for Central teams (ranging from regular to complex requested changes) and approve or reject proposed changes from partners
• Leading medium sized* projects (eg. on process innovation, legal templates and / or optimizing our tools)
• Train and support account managers in the processing and coordination of all Contracting requests 

Payments: 

• Coordinate creation of credit slips and payment batches for all Partners
• Investigate payment issues and/or commission errors and come up with innovative, scalable solutions
• Dispute management 
• Perform pre-emptive account maintenance to prevent failed payments
• Using SQL queries combining tables, perform commission errors or data discrepancy investigations
• Train and support account managers and partners on all Financial and Payment requests 

Self Serve:

Partner experience: 

• Drive partner profile analysis in efforts to increase positive partner experience through self serve platform (Knowledge base)
• Analysis of Partner-facing campaigns and surveys  
• Work collaboratively with Business Performance team to align priorities 
• Underlying focus on decreasing inbound and increasing automations while simultaneously increasing the positive self serve partner experience 

What you'll Need to Succeed:

• Operational & project leadership: 3+ years' experience in Global Operations (preferred), with a strong operational mindset and a track record of leading cross-functional initiatives from planning through execution.
• Analytical and commercially minded: Results-driven, with strong analytical skills, excellent attention to detail, and a critical mindset.
• Organised and adaptable: Able to manage multiple, competing projects to deadlines and thrive in a fast-paced, ambiguous environment, with a high ability to learn quickly.
• Excellent communicator and relationship builder: Fluent in spoken and written English, able to explain complex problems simply to senior stakeholders, manage expectations, and secure internal resources, with high integrity and a strong customer service ethos.
• Proactive owner: Independent, self-motivated, and willing to "Be Brave and Own It", while holding yourself and your colleagues to high standards.

It's Great if you have:

• Analytical & project skills: Able to build, interpret, and act on reports, with good project management skills.
• Systems proficiency: Experience with Microsoft Word, Excel, MySQL, and Salesforce or other CRM/ticketing systems.
• Technical knowledge: SQL knowledge, particularly valuable for Payments and Product roles, plus product or tech experience for Product.
• Function-specific background: A legal background for Contracting, or commercial and analytical skills for Partner roles.

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