Job Overview
Position: Remote Digital Wallet Operations & Support Manager
Location: Remote (Sultanate of Oman)
Employment Type: Full-Time
Role Overview
The Digital Wallet Operations & Support Manager is responsible for ensuring the smooth functioning of wallet-based financial services, including peer-to-peer transfers, bill payments, and merchant transactions. The role emphasizes operational workflows, customer support efficiency, and system reliability.
Operational Workflows
1. Wallet Transaction Management
- Oversee daily wallet transactions, ensuring accuracy and timely processing.
- Monitor transaction queues and resolve delays or failures.
2. Customer Support Operations
- Manage support processes related to wallet issues, including failed transactions and account access problems.
- Develop escalation protocols for complex cases.
3. System Monitoring & Maintenance
- Track system performance metrics such as uptime and transaction latency.
- Coordinate with technical teams to resolve system issues.
4. Reconciliation & Reporting
- Ensure accurate reconciliation of wallet balances and transaction records.
- Generate operational reports and performance summaries.
5. Process Improvement
- Identify inefficiencies in workflows and implement improvements.
- Introduce automation where applicable to enhance efficiency.
Skills & Experience Required
- 4–7 years in fintech operations, digital wallets, or payment systems.
- Strong understanding of transaction workflows and customer support processes.
- Experience with reconciliation systems and reporting tools.
Key Success Indicators
- Reduction in transaction errors
- Improved customer support response times
- High system uptime and reliability
Compensation & Work Setup
- Competitive salary aligned with Oman fintech standards
- Remote work flexibility with structured operational schedules
- Performance-based rewards and career development opportunities
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