Operations Officer

Role Description

The Operations Officer is a full-time, on-site role based in Baghdad. This position is responsible for monitoring daily operational activities and electronic payment transactions across BeePay’s services, including digital wallets, prepaid cards, POS terminals, payment gateways, and other payment channels.

The role involves monitoring transaction processing, following up on pending, failed, reversed, and rejected transactions, handling operational requests, and coordinating with relevant teams to resolve operational issues. The Operations Officer also supports merchant and agent onboarding, activation, and service-related requests while ensuring accuracy and compliance with approved procedures.

The position includes preparing operational reports, maintaining accurate records, monitoring service incidents, and supporting the implementation and launch of new electronic payment products and services to ensure smooth and efficient daily operations.

Qualifications

• Candidates should possess good Operational Monitoring skills to track daily transactions, identify processing issues, and ensure smooth service operations.

• Candidates should possess strong Analytical and Problem-Solving skills to investigate transaction failures, identify operational discrepancies, and support issue resolution.

• Candidates should possess effective Communication skills for coordinating with internal teams, merchants, agents, and external service providers.

• Candidates should possess good knowledge of Electronic Payment Systems, including digital wallets, prepaid cards, POS terminals, payment gateways, and other payment channels.

• Candidates should possess good Data Management skills to verify operational information, maintain accurate records, and prepare operational reports.

• Candidates should possess good Microsoft Office skills, particularly Excel, for transaction tracking, data analysis, and reporting.

• Bachelor’s degree in Computer Science, Computer Engineering, Information Technology, Information Systems, Software Engineering, or a related Computer/IT discipline.

• Minimum 1–2 years of relevant experience in payment operations, electronic payments, FinTech, banking, or a related field.

• Basic understanding of electronic payment transaction flows, wallet operations, merchant and agent services, and transaction processing.

• Ability to work under pressure, manage multiple operational requests, meet deadlines, and maintain a high level of accuracy, confidentiality, and attention to detail.

Main Responsibilities and Duties

• Monitor daily operational activities and electronic payment transactions across the company's payment services.

• Monitor transactions related to digital wallets, prepaid cards, merchants, agents, POS terminals, payment gateways, and other payment channels.

• Review and follow up on pending, failed, reversed, and rejected transactions to ensure timely resolution.

• Receive, verify, and process operational requests in accordance with approved procedures.

• Investigate operational issues and escalate unresolved cases to the Senior Operations Officer or Operations Manager.

• Coordinate with Technology, Customer Service, Settlement & Reconciliation, Compliance, Finance, and other relevant teams to resolve operational issues.

• Support merchant and agent onboarding, activation, suspension, and other operational requests in accordance with approved procedures.

• Verify operational data and ensure transactions and service requests are processed accurately and completely.

• Prepare daily operational reports and maintain accurate records of transactions, requests, incidents, and actions taken.

• Monitor and follow up on system incidents and service disruptions affecting customers, merchants, agents, and payment channels.

• Coordinate with relevant technical teams to ensure timely resolution of operational and system-related issues.

• Support system testing, operational readiness, and the implementation and launch of new electronic payment products and services.

• Maintain proper documentation and records of operational activities in accordance with internal requirements.

• Identify recurring operational issues and recommend improvements to daily processes and service efficiency.

• Ensure compliance with approved Standard Operating Procedures (SOPs), company policies, and applicable regulatory requirements.

• Perform other operational duties assigned by the Operations Supervisor or Manager.

Key Performance Indicators (KPIs)

• Timely and accurate monitoring of daily operational activities and electronic payment transactions.

• Timely identification, follow-up, and resolution of pending, failed, reversed, and rejected transactions.

• Accuracy and completeness of operational requests and transaction processing.

• Timely escalation of unresolved operational issues and service incidents.

• Effective handling of merchant and agent onboarding, activation, suspension, and operational requests.

• Accuracy and timely submission of daily operational reports.

• Effective coordination with internal teams and external service providers to resolve operational issues.

• Accuracy and completeness of operational records and supporting documentation.

• Effective monitoring and follow-up of service incidents to minimize operational disruptions.

• Compliance with approved SOPs, internal policies, and applicable regulatory requirements.