Loyalty Manager-Operations - Strategy & Digital - UAE

Job Number:

4098671

Work type:

Permanent - Full Time

Location:

UAE

Categories:

Mid-Senior Level

Experience: 4 to 6 years

Roles & Responsibilities * Provide product management support for e-commerce and retail.

• Oversee and manage day-to-day operations, including the resolution of payment service incidents and exceptions (e.g., fraud, rejections, refunds).
• Take ownership of the management and coordination of 3rd party service providers in collaboration with Alshaya/Brand.
• Ensure accurate payments data and reporting, providing insights to support decision-making.
• Lead and manage the payment operations team, including responsibility for team performance, development, and growth.
• Collaborate with cross-functional teams to optimize processes, workflows, and tooling to enhance payment operations efficiency.
• Develop and maintain relationships with internal stakeholders, payment service providers, and partners.
• Drive continuous improvement initiatives to enhance the payment operations function.
• Support the development and execution of the payment operations strategy aligned with the company\'s goals.

• Support the identification, management, and resolution of payment service incidents and exceptions (e.g., fraud, rejections, refunds) in collaboration with the team.
• Ensure refunds and rejections are accurately approved in accordance with Alshaya/Brand policy.
• Correspond and liaise with payment service providers/partners via email and calls to swiftly resolve issues, escalating to higher management when necessary.
• Investigate ongoing payment issues, working collaboratively with relevant teams to drive resolution.
• Proactively raise any delayed payments or incidents in a timely manner, providing continuous support until resolution.
• Develop an in-depth understanding of Alshaya\'s payments services strategy, scope, mechanics, as well as payments products and service providers\' products.
• Actively seek opportunities to improve processes, workflows, and tooling within payment operations.
• Ensure timely completion of all critical tasks and meet deadlines.
• Collaborate with other relevant teams to prevent payment delays and achieve cut-off times, promptly investigating and resolving reconciliation breaks or issues.
• Provide periodic digital payments data and reporting to internal stakeholders, leveraging multiple data points to extract actionable insights.
• Utilize data tools such as Excel and Power BI to manipulate and analyze data, enhance reports, charts, and dashboards in support of issue resolution and the delivery of the digital payment strategy by senior product managers.
• Lead and manage the payment operations team, including fostering a positive work environment, setting performance expectations, providing coaching and guidance, and identifying opportunities for team development and growth.
• Take responsibility for team performance, conducting regular performance assessments, and implementing strategies to enhance team effectiveness.
• Promote a culture of continuous learning and improvement within the payment operations team

Advertised: 09 Oct 2023 Arabian Standard Time
Applications close: 08 Nov 2023 Arabian Standard Time

Alshaya Group