Risk & Operations Support Executive Job in Dubai, United Arab Emirates

Job Purpose:
As the Fintech Labs Operations Specialist, your primary responsibility is to meticulously plan and execute tasks, ensuring adherence to established timelines. You will also be tasked with upholding compliance with regulatory mandates set by Schemes, Central Banks, and other governing bodies. Additionally, part of your role involves providing comprehensive training to staff and clients on various service portals and products. Before the launch of any new product, you will conduct thorough process reviews. Moreover, you will collaborate with the Operations Manager to develop and enforce operational policies and procedures.

Key Responsibilities and Accountabilities:

Handle and resolve customer queries and complaints escalated through CRM and emails.
Maintain consistent communication with MAFF’s sub-business entities, including Products and Audit, to ensure adherence to operating policies.
Verify and monitor CRM cases generated by Card Operation users, ensuring accuracy in supporting documents and financial details.
Maintain awareness of personal delivery quality levels and promptly escalate any concerns to the Manager.
Interact with clients to address product and service inquiries, concerns, and requests.
Provide daily updates to the Manager on operational issues.
Contribute to the development of effective processes for ongoing operational monitoring.
Demonstrate proficiency in both functional and technical aspects of your role.
Share knowledge and best practices across Issuing and Acceptance verticals.
Collaborate with the MPay Operational team to leverage operational activities and synergies.
Assist the Risk Manager in implementing and monitoring risk management strategies.
Conduct daily monitoring and analysis of risk metrics and alerts, providing timely reports and insights to support informed decision-making.
In this role, your meticulous attention to detail and commitment to regulatory compliance will be instrumental in ensuring the smooth operation of Fintech Labs.

Supporting the Development of Others:

Share gained knowledge and skills with colleagues to foster their growth.
Stay updated on developments in your field of expertise.
Discuss and agree on personal development goals during performance reviews.
Receive, reflect on, and act upon feedback regarding your performance.
Attend and facilitate relevant training sessions.
Assist in creating and updating process notes within Prepaid Operations.
Key Performance Indicators (KPIs):

Financial Responsibility: Manage an estimated budget for MAF Fintech Operations, overseeing 10 million transactions, +100 digital assets, and settlement volumes exceeding +1 billion.
Quantitative Metrics: To ensure optimal performance, Measure department, group, and agent-wise Turnaround Time (TAT) on Customer Relationship Management (CRM) processes.
Qualitative Metrics: Evaluate customer and client feedback, consider nominations for exemplary performance, and monitor compliance deviations with Card scheme regulations.
Personal Characteristics and Background Requirements:
Technical Skills:

Proficient in Microsoft Office applications.
Strong understanding of Carp payments and schemes, rules, and regulations.
Experience in chargeback rules and regulations imposed by schemes and the associated liabilities for each payment method in Card payments.
Human Skills:

Ability to work effectively within a team and foster cooperation.
Create an atmosphere of approval and security, encouraging participation and open communication among team members.
Minimum Experience:

At least 5 years of relevant experience.
Minimum Qualifications/Education:

Bachelor’s degree or equivalent.
Proficiency in Microsoft Office, Microsoft SQL, and CRM applications.
Preference for UAE Nationals.