Reports To: Chief Commercial Officer

Division: MoMo Payment Service Bank (MoMo PSB)

Mission:
Define customer relationship strategy, design processes, and facilitate support for internal and external Fintech customers, agents, and merchants.
Ensures adherence to service level agreements (SLAs) and defines the tools needed for back office staff to achieve the objectives.
Description:
Define and organize the execution of the strategy for customer relationship excellence.
Contribute to the strategy definition for the organization.
Align tools and processes with the changing dynamics of the internal and external ecosystems.
Implement best practices for the fraud desk and align with internal control and audit.
Responsible for providing support on set-up and other agent operational issues for partner banks and other financial institutions.
Support the daily reconciliation of Finco Merchants and run reconciliation for specific system accounts as indicated by the Settlement and Recon team (Finance).
Ensure effective risk management practices, including supervision of ECW permissions and front-team access management of MoMo systems.
Input into Products and Services Testing, Support, and Implementation.
Execute FinCo-wide transformation initiatives,
Implement adequate risk mitigation and controls.
Prepare and timely share all relevant Fintech reports for internal and external stakeholders.
Conform with the technical and organizational measures implemented by MoMo PSB to ensure the security and confidentiality of personal data to prevent unauthorized or unlawful access, use, disclosure, alteration, or destruction.
Assist the Data Protection Officer in responding to data subjects' or regulators' requests and providing any information or documentation required for data protection compliance.
Report any actual or suspected data breach to the Data Protection Officer immediately.
Assist in the development and implementation of a training plan in order to build and develop skills within the team.
Performance: manage resources in accordance with HR policy and legislation where necessary.

Education:
Degree or diploma in any related discipline or its equivalent in the area of specialization
A postgraduate diploma or certificate in process management is advantageous.

Experience:
9-17 years of relevant experience in a similar position, with at least 3 years in a senior managerial role related to customer service
Experience in fintech, banking, or financial services is preferred.
Experience working in a global or multinational enterprise with a good understanding of emerging markets