Operations Lead | eMoney Wallets

Role Overview : We are looking for an experienced and detail-oriented

Operations Lead

to oversee the day-to-day operations of wallet business. This is a critical role where the individual will be responsible for transaction processing, reconciliations, reporting, issue resolution, and stakeholder coordination to ensure smooth and compliant eMoney wallet operations across GCC.

Department

Financial Services

Employment Type

Full Time

Location

KSA

Workplace type

Onsite

Reporting To

Sahil Mago

Key Responsibilities

Payments & Transaction Operations

Manage and monitor all daily wallet transactions including P2P transfers, top-ups, withdrawals, cashback, and merchant payments. Validate transaction flows across local schemes (Mada, Jaywan, SADAD, etc.) and international schemes (Visa, Mastercard). Experience in dealing with the schemes and their systems (like Mastercard Connect and Visaonline) Manage settlement, clearing files, and related reconciliations to ensure data integrity and financial accuracy. Work closely with the Finance and Treasury teams for accurate accounting and timely settlement of transactions. Ensure timely processing of scheme and vendor invoices; liaise with Finance for payment execution. Own the settlement process and ensure accuracy

Reconciliation & Dispute Resolution

Lead the reconciliation process across all wallet transactions, scheme reports, vendor reports, and internal systems Manage chargeback workflows for Mada, Visa, and Mastercard : initiation, documentation, resolution, and reporting. Analyze exception cases and reconciliation gaps; implement corrective actions to mitigate financial and reputational risks. Approve and process manual refunds and adjustments, ensuring SLA compliance and audit trails.

Card Lifecycle & Vendor Management

Oversee the full lifecycle of prepaid and debit cards : issuance, activation, transaction monitoring, expiry, and reissuance. Serve as the primary point of contact for card program vendors, payment processors, Saudi Payments, and scheme representatives. Monitor SLAs and KPIs for all operational vendors; initiate corrective action in case of deviations.

Chargeback Management

Validate, raise and track chargeback cases for both

Local Schemes

and

MasterCard / Visa . Approve eligible manual refunds and ensure SLA adherence.

Operational Governance & Reporting

Maintain operational dashboards and generate regular reports on transactions, chargebacks, SLA compliance, and risk indicators. Identify process inefficiencies and work with Product & Tech to automate and improve operations. Track operational KPIs, root causes of failures, and lead initiatives for continuous improvement.

Customer Support & Complaint Resolution

Investigate first-level inquiries and complaints. Act as a point of escalation for customer support teams handling wallet-related complaints and technical escalations. Investigate operational issues reported by users or partners and ensure timely and accurate resolution.

Handle issue reporting and resolution across various partners. Ensure all operational activities follow internal policies and regulatory frameworks

Skills, Knowledge & Expertise

Bachelor’s degree in Business, Finance, Operations, or related field. 4–6 years of experience in payments, fintech, banking, or wallet operations. Solid understanding of the payments ecosystem including Mada, MasterCard, Visa and local settlement practices. Strong analytical, organizational, and reporting skills. Proficiency in Excel, reporting tools (e.g. Superset, Tableau), and operational portals (e.g. MC Connect, visa online, Apple Pay, Saudi Payments). Excellent stakeholder management and problem-solving abilities. Familiarity with chargebacks, card lifecycle, and customer complaint handling. About Tweeq

Tweeq

is a Saudi fintech on a mission to reshape how people manage their money. Now part of Tabby, the largest BNPL provider in the Middle East, we’re building the next generation of financial products for the Kingdom. From payments to everyday money management, our goal is to make financial services faster, smarter and more accessible for everyone in Saudi Arabia.

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Our Hiring Process

Stage 4 :

Technical interview @Tabby Stage 5 :

Assessment Stage 6 :

Final interview @Tabby Stage 7 :

Hired Stage 1 :

Applied Stage 2 :

Review Stage 3 :

HR call @Tabby Stage 4 :

Technical interview @Tabby Stage 5 :

Assessment Stage 6 :

Final interview @Tabby Stage 7 :

Hired Stage 1 :

Applied Stage 2 :

Review Stage 3 :

HR call @Tabby Stage 4 :

Technical interview @Tabby Stage 5 :

Assessment Stage 6 :

Final interview @Tabby Stage 7 :

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