Business Operations Executive, SME Payment

This position is responsible for handling tickets/issues from Merchants and Users, analyzing problems, extracting insights from identified patterns, and providing regular reports to management. The role ensures each ticket is resolved accurately and timely, while contributing to continuous improvement of processes and products. Mô tả công việc1. Ticket Resolution(Primary)Receive, categorize, and resolve issues from Merchants/Users in a timely mannerUpdate ticket status and maintain complete documentation for each case2. Insight Analysis (Critical)Analyze patterns from ticket volume content (common issues, root causes, trending problems)Extract actionable insights related to Merchant/User pain points, operational bottlenecksIdentify improvement opportunities for products, processes, or policies3. Reporting (High)Prepare daily issue summaries, weekly/monthly/quarterly reports with key metrics (volume, resolution rate, turnaround time, top issues)Present insights recommendations to Senior/Leader/Manager to drive decisions4. Cross-functional CollaborationCoordinate with internal departments (CS, Product, Engineering, Ops, Finance) to resolve issues and implement improvementsProvide marketplace feedback into product roadmap5. Admin Support Ad-hoc TaskSupport administrative tasks (document filing, contract management, payment coordination, etc.)As requested by direct line managerYêu cầu công việc1. Minimum Qualifications:University degree majoring in Economics, Finance, Marketing, Business, or related fields2. Experience:1-2 years of experience in Customer Support, Operations, or Merchant Relations in fintech/payment industryBackground in banking, e-wallet, or payment platforms3. Essential skills:Basic English (written verbal communication)Proficient in office toolsAbility to identify trends from large datasets, recognize root causesLogical thinking, investigation, and resolution of complex issues4. Personal characteristics:Responsibility, honest, enthusiasticAbility to withstand pressure and handle repetitive tasks efficientlyAdaptable and resilient in a fast-paced environment. Proactive - Not only resolving issues but also suggesting improvementsAbility to connect individual tickets to broader operational and product strategy