About The Team
The Product Operations Specialist acts as the key connector between Users, Merchants, and internal Product/Tech teams. You will handle and investigate failed or disputed transactions escalated by users, find the root causes with partners/banks, and work with the Product team to fix system issues and improve the overall payment experience.
Job Description
- User Account Management
- Own the account status taxonomy end-to-end (e.g., unverified / KYC-pending / verified-L1 / verified-L2 / restricted/locked/closed) and define what each status permits or blocks across the platform.
- Design the permission and limit matrix for wallet-native services — transaction limits, daily/monthly caps, top-up/withdrawal ceilings — mapped to KYC tier, risk score, and account tenure.
- Work with Risk and Compliance to translate regulatory constraints into concrete, implementable account rules — not just policy documents.
- Partner with Product/Engineering to specify these rules for system implementation (business requirements, decision tables, edge cases) and validate the logic behaves correctly post-launch.
- Maintain a single source of truth (status/permission/limit matrix) so CX, Risk, Product, and Compliance are always aligned on what can this account do right now, and why.
- Review and adjust logic when new products launch or regulations change, ensuring no gaps or over-permissioning that creates risk exposure.
- Process optimization
- Investigate, develop, and implement action plan for initial lean process improvement across the Monee Organization
- Map current-state KYC/account management journeys, identify bottlenecks (manual touchpoints, redundant approvals, system latency), and redesign for efficiency.
- Run root-cause analysis on recurring account/KYC issues and drive fixes with Product/Engineering (e.g., OCR accuracy, form UX, document upload failures).
- Design and pilot SOPs, automation rules, and quality checklists; measure before/after impact with data.
- Cross-Functional Alignment
- Partner with Risk, Compliance, Product, and Ops to align on policy changes (e.g., new KYC tier requirements, regulatory updates from SBV).
- Support compliance reporting cycles by supplying accurate account/KYC data and reconciling discrepancies against working trackers.
Requirements
Must have
- 2+ years experience in accounting or financial analysis in Banking, Digital Finance Service, E-Commerce
- Ability to multitask, prioritize, maintain flexibility in a fast-paced environment, and meet or exceed deadlines.
- Proficient in both spoken and written English
- Excellent communication and presentation, change management, and project management skills
- Strong analytical, problem-solving, and strategic thinking abilities, data-driven mindset
Nice to have
- Hands-on experience on SQL databases will be an added advantage.
- Independent, self-motivated and self-starter
- Experience with Lean, Six Sigma methodologies is a plus
