Key Responsibilities

Operational Requests Management

Receive, review, validate, and process merchant-related operational requests. Ensure all requests are complete, accurate, and assigned to the appropriate team. Monitor request progress and ensure completion within agreed SLAs.

Data Management & Accuracy

Maintain and update merchant databases, tracking sheets, and operational records. Validate merchant information and identify discrepancies or missing data. Ensure data accuracy and consistency across relevant reports and systems.

Offer & Merchant Monitoring

Monitor offer statuses, expiry dates, and merchant closures. Track relevant changes and coordinate with Account Managers and other departments when action is required. Support the identification and resolution of operational issues affecting merchant accounts.

Reporting & Analysis

Prepare and maintain regular operational reports and tracking sheets. Analyze operational data to identify discrepancies, recurring issues, and opportunities for process improvement.

Marketing & Campaign Coordination

Maintain and update marketing sheets and campaign trackers. Track seasonal campaigns, promotional activities, and related operational requirements. Coordinate with Marketing and Account Management to ensure accurate and timely updates.

Process Coordination & Documentation

Maintain and update the Merchant Escalation Matrix. Support the maintenance of the annual business and seasonal calendar, including Ramadan, Eid, and other key occasions. Coordinate with Sales, Account Management, Customer Service, Marketing, and other relevant departments to ensure smooth workflows. Document operational procedures and highlight recurring issues that require improvement.

Qualifications

Bachelor’s degree in Business Administration, Commerce, Operations Management, or a related field. 2–4 years of relevant experience in Operations, Sales Operations, Commercial Operations, Merchant Operations, or a similar role. Strong proficiency in Microsoft Excel, including data analysis, reporting, and maintaining large tracking sheets and databases. Experience with Tableau or other data visualization and reporting tools is preferred. Strong analytical skills with the ability to analyze GMV, revenue, voucher performance, merchant data, and operational KPIs. Experience working with CRM systems, task management tools, and request-tracking platforms such as Jira. Strong attention to detail with the ability to identify data discrepancies, errors, and operational gaps. Good understanding of SLA management, process tracking, and cross-functional coordination. Strong communication and stakeholder management skills, with the ability to coordinate effectively with Sales, Account Management, Marketing, Customer Service, and other internal teams. Strong problem-solving skills and a proactive approach to resolving operational issues. Ability to manage multiple requests and priorities while meeting deadlines and maintaining accuracy. Strong organizational skills and ability to document processes, maintain trackers, and follow up on pending actions.

Top 3 KPIs for Success

Operational Accuracy: Ensure accurate validation of merchant requests, data, reports, and merchant records while minimizing errors. SLA Compliance & Task Completion:Ensure operational requests and assigned tasks are completed within the agreed SLAs and deadlines. Reporting & Process Efficiency:Maintain up-to-date merchant records, tracking sheets, and reports while improving workflow efficiency and coordination with internal teams.