Operations Support Supervisor-Abu Dhabi

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

Job Description

Job Purpose:

The operations support supervisor oversees all back-office operations (agent, customer and overall operations related) and ensure timely assigning and resolution of queries on alternative channels (email, web chat, ticketing system, calls, etc.).He/She also ensures timely confirmations for account administration instructions while meeting service standards and make sure that the aid down procedures are followed in order to mitigate risk.


Main Accountabilities/Duties:

  • Supervise back-office day to day operations to ensure queries are assigned and closed in a timely manner as per agreed service level agreement.
  • Onboard Banks, Agents, and third parties as per EDW standard operating procedures.
  • Manage Level I and Level II support as per assigned KPIs.
  • Ensure that bank, end user, and agent registration forms/contracts are collected and actioned in a timely manner in the system and stored according to set standards.
  • Issue invoices related to unit as required.
  • Administer reconciliation and settlement processes as per operating procedures.
  • Administer fee accounting as per operating procedures.
  • Ensure bank, end user, and agent related instructions are affected while conforming to the law and consumer protection guidelines to save the business from reputational risk or loss.
  • Monitor operations officer and CRM activity, and evaluate assigned KPIs.
  • Follow incident management and escalation procedures.
  • Prepare and manage work schedules/shifts.
  • Actively monitor schedule adherence of operations officers to ensure availability of resources to handle assigned contact channels.
  • Manage performance at individual level to ensure the targets and expectations are met.
  • Ensure that officers are aware and updated on the Standard Operating Procedures.
  • Prepare daily, weekly and monthly reports (on Back office and operating performance, reconciliations, etc.) and submit to HO Operations; also store these reports appropriately and as per business/regulatory requirements.
  • Coach and up skill officers on identified product knowledge gap, work ethics and behavioral aspects to ensure a seamless service delivery.
  • Acquire and maintain knowledge on products and the use of applications to aid in coaching, supporting and performance management process.
  • Monitor complaints and ensure these are resolved/actioned within the assigned standards and KPIs.
  • Maintain utmost confidentiality related to the company, banks, end users and agents.
  • Perform, any other related duties.


Communicational and working Relationships/Work Contacts:

  • Regular contact with Head of Operations and External customers
  • Frequent contact with Business development and Information technology


Independent of Operations

  • (latitude exercised, decision making authority and responsibility, number of subordinates)
  • Reports to the head of operations
  • 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.


Job Dimensions:

No of subordinates: TBA


Physical effort:

  • Exposed to eye strain due to continuously /excessive use of computer


Work Environment:

  • 100% normal air-conditioned environment


Minimum Requirement (education/Knowledge, skills and experience)


  • BA/BSc or equivalent degree in Business Administration, MIS or related field of study
  • A certification from an accredited professional institute is a plus
  • Detailed working knowledge of customer Management.
  • Knowledge of processes and procedures or proven capability of being a fast learner to learn rapidly on the job.
  • Excellent team player
  • Proficient in English and Arabic
  • Basic accounting knowledge
  • Ability to work in shifts
  • Excellent team management skills including working with a diverse team
  • A minimum of five years’ continuous experience in banking, digital wallets, payment systems
  • Prior experience in supervising, leading and directing a team in a service unit.
  • Past experience in facilitation or driving similar operations.


Behavioral Competencies


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