Operations Lead | eMoney Wallets

Overview

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. 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.

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