Operations Support Officer- Abu Dhabi

  • PinPay
  • Abu Dhabi - United Arab Emirates
  • Jan 16, 2019
Full time Customer Service

Job Description

  1. Job Purpose:

The operations support officer ensures timely assigning, resolution of queries on alternative channels (email, web chat, ticketing system, calls, etc.) and also action all valid account administration instructions while meeting service standards and following laid down procedures in order to mitigate risk.


  1. Main Accountabilities/Duties:
    • Monitor real time systems and dashboards.
    • Ensure that scheduled reports and processes are generated on time.
    • Ensure that reports on demand are provided on time.
    • Use CRM to Open/Close assigned tickets.
    • Offer remote support to Financial institutions and any appointed agents.
    • Provide real time support on day to day activities to ensure efficient and satisfactory handling of assignments.
    • Follow incident management and escalation procedures as per the Standard Operating Procedures.
    • Prepare monthly reports on Back office performance and submit the back-office supervisor.
    • Acquire and maintain knowledge on products.
    • Contribute to the growth of user and activation numbers by increasing user awareness and usage of services.
    • Ensure high level of customer satisfaction.
    • Handling of complaints as per the Complaint Handling procedures
    • Maintain utmost confidentiality related to the company, banks, end users and agents.
    • Perform any other related duties


  1. Communicational and working Relationships/Work Contacts:
  • Regular contact with Operations supervisor and External customers
  • Frequent contact with Business development and Information technology


  1. Independent of Operations
  • (latitude exercised, decision making authority and responsibility, number of subordinates)
  • Reports to the operations supervisor
  • Work according to the established procedures and specified standards. Exercise some latitude in setting priorities and discretion in exceptional cases.
  • Work assignment is subject to line Manager review and direction.


  1. Physical effort:
  • Exposed to eye strain due to continuously /excessive use of computer


6.Work Environment:

  • 100% normal air-conditioned environment


7.Minimum Requirement (education/Knowledge, skills and experience)


  • BA/BSc or equivalent degree in Business Administration, MIS or related field and study
  • A certification from an accredited professional institute is a plus
  • Detailed working knowledge of customer administration
  • Knowledge of processes and procedures
  • Excellent team player
  • Proficient in English and Arabic
  • Basic accounting knowledge
  • Ability to work in shifts
  • Customer centric
  • Strong telephone, email and personal communication skills
  • Excellent people management skills including working with a diverse team
  • A minimum of three years’ continuous experience in banking, digital wallets, payment systems


8.Behavioural Competencies


  • Highly Self motivate
  • Problem solving
  • Open and honest
  • Client driven
  • Ability to manage multiple priorities
  • Integrity and ethics
  • Good team player
  • Positive attitude