MFS Operation Executive

A. PROFILE

Role Title: MFS Operation Executive
Reporting to: MFS Operations Senior Specialist
Division: Digital
Department / Section: Digital

B. CONTEXT

Purpose: The Operations Executive is responsible for supporting the daily operational activities of the MMQR service to ensure smooth, accurate, and timely processing of transactions. Also include merchant onboarding support, issue resolution, reconciliation, and operational reporting. The role helps maintain service quality while ensuring compliance with operational procedures and service level agreements (SLAs).
Context: The Operations team manages the day-to-day operational activities of the national QR payment ecosystem. This role supports internal departments, banks, payment partners, merchants, and vendors by monitoring transactions, resolving operational issues, coordinating incident handling, and preparing reports to ensure uninterrupted merchant and MMQR services.

C. ROLE ACCOUNTABILITIES

The role holder is responsible for ensuring efficient daily MMQR and other operational support and maintaining service quality across all operational processes.

• Monitor daily transactions, MMQR daily transactions, and operational activities to ensure successful processing and service availability.
• Perform daily reconciliation, settlement verification, and transaction validation with internal systems and external partners.
• Investigate and resolve transaction issues, customer complaints, and operational incidents within agreed SLAs.
• Coordinate with banks, payment partners, vendors, IT teams, and internal stakeholders to resolve operational issues and support business continuity.
• Prepare daily, weekly, and monthly operational reports, transaction analysis, and performance summary.
• Support merchant onboarding, offboarding, ticketing, maintenance activities, and UAT verification when required.
• Ensure compliance with operational procedures, regulatory requirements, and internal controls while identifying opportunities for process improvement.

D. KEY PERFORMANCE INDICATORS

• Achievement of operational SLA for incident resolution and customer issue handling.
• Accuracy and timeliness of reconciliation, settlement verification, and operational reporting.
• Timely completion of operational support requests and merchant onboarding activities.
• Compliance with internal operational procedures and audit requirements.

E. WORKING RELATIONSHIPS & DECISION MAKING

Interacts with:
Internal: 

• Finance
• Customer Experience (CE)
• Technology / IT Operation
• Risk & Compliance
• Partnership Team
• Product Team

External:

• MMQR Switch/Vendor
• Partner Banks
• Merchants
• Technology Vendors

Decision Making

• Perform day-to-day operational decisions related to transaction monitoring, reconciliation, and issue investigation independently within established procedures.
• Escalate critical incidents, settlement discrepancies, and system issues to the Line manager or relevant stakeholders.
• Coordinate operational resolutions jointly with internal teams and external partners.
• Recommend process improvements to enhance operational efficiency and service quality.

F. EXPERIENCE AND QUALIFICATIONS

Minimum Experience & Essential Knowledge

• 2–4 years of experience in digital payment operations, banking operations, fintech, or financial services.
• Experience in payment operations, transaction reconciliation, settlement, or electronic payment systems.
• Knowledge of QR payment systems, digital wallets, payment gateways, or switching operations is preferred.
• Strong analytical and problem-solving skills.
• Good understanding of operational risk and SLA management.
• Proficiency in Microsoft Excel, and reporting tools.
• Good communication and stakeholder coordination skills.

Minimum Entry Qualifications

• Bachelor's Degree in Finance, Information Technology, Computer Science, or a related field.
• Relevant professional certifications in payments or banking operations are an advantage.