Operation Specialist

Ho Chi Minh City - Vietnam

Monthly Salary: Not Disclosed

Experience Required: 1-3years

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Were a dynamic fintech startup on a mission to revolutionize how Gen Z and Millennials in Vietnam experience credit payments and BNPL. Forget clunky processes and outdated apps were building a sleek mobile-first digital credit card and PayLater experience from the ground up. Partnering with a leading bank we combine stability with cutting-edge tech (think cool SaaS platforms our own awesome frontend!) to deliver a product that truly understands the digital generation.

Founded by former McKinsey partners and backed by a global VC were on the lookout for the next generation of visionaries are not afraid of challenging the status quo. This is your chance to get in on the ground floor shape a game-changing product work with the latest tech (including AI!) and make a real impact in one of Southeast Asias fastest-growing markets (and beyond). If youre ambitious thrive in a fast-paced startup environment and want to build something amazing keep reading!

Role Overview:

Prepare the Business Requirements Document and coordinate UAT for new Operation features before deployment ensuring full compliance with operational procedures and regulatory requirements.
Collaborate with cross-functional teams to identify bottlenecks and propose improvements for operational flows and system tools.
Participate in the physical card printing process monitor card delivery status and track failed delivery/cancellation events.
Receive and process dispute and chargeback requests coordinating with card schemes (e.g. Visa Mastercard) to process and resolve cases for customers.
Oversee Call Center readiness including preparing operational documentation participating in training delivery drafting detailed call scripts and monitoring agent performance metrics.
Process complex customer complaints and investigation requests ensuring efficient resolution and adherence to internal service standards.
Compile and deliver periodic quality and performance reports to management including tracking key metrics (SLA AHT CSAT) related to the Call Center and AI Chatbot.
Perform in-depth root-cause analysis and provide strategic recommendations based on operational data.
Monitor and report potential operational risks regulatory violations and serious process errors coordinating corrective actions to safeguard the organization.

Requirements

Bachelors Degree in Finance Banking Economics or a related field.
Minimum 2 years of experience in Quality Assurance operational training or instruction within a Contact Center environment.
Strong understanding of Customer Service Complaint Handling and Banking card products/operations. Familiarity with training models (e.g. GROW ADDIE) and Contact Center/CRM system workflows (e.g. Zendesk Salesforce).
Experienced in handling card transaction disputes and chargebacks with card schemes (e.g. Visa Mastercard)
Strong analytical skills with the ability to interpret data identify trends and drive process improvements.
Proficient in Microsoft Office (advanced Excel skills including Pivot Tables and Dashboards) and knowledgeable in Power BI for data visualization and reporting.
Strong organizational skills and ability to work under supervision with iterative feedback

Benefits

Competitive salary packages
Stock options
5 days workweek (Sat & Sun holiday)
20 days annual leave
Health and wellness benefits
Opportunities for professional development
Creative and collaborative work environment

Why you should work here

At Circle we believe in fostering a culture of innovation and creativity. Working with us means being part of a team that values your ideas and contributions. We offer a dynamic work environment where you can grow your skills and make a real impact.

Role Overview:

Prepare the Business Requirements Document and coordinate UAT for new Operation features before deployment ensuring full compliance with operational procedures and regulatory requirements.
Collaborate with cross-functional teams to identify bottlenecks and propose improvements for operational flows and system tools.
Participate in the physical card printing process monitor card delivery status and track failed delivery/cancellation events.
Receive and process dispute and chargeback requests coordinating with card schemes (e.g. Visa Mastercard) to process and resolve cases for customers.
Oversee Call Center readiness including preparing operational documentation participating in training delivery drafting detailed call scripts and monitoring agent performance metrics.
Process complex customer complaints and investigation requests ensuring efficient resolution and adherence to internal service standards.
Compile and deliver periodic quality and performance reports to management including tracking key metrics (SLA AHT CSAT) related to the Call Center and AI Chatbot.
Perform in-depth root-cause analysis and provide strategic recommendations based on operational data.
Monitor and report potential operational risks regulatory violations and serious process errors coordinating corrective actions to safeguard the organization.

Requirements

Bachelors Degree in Finance Banking Economics or a related field.
Minimum 2 years of experience in Quality Assurance operational training or instruction within a Contact Center environment.
Strong understanding of Customer Service Complaint Handling and Banking card products/operations. Familiarity with training models (e.g. GROW ADDIE) and Contact Center/CRM system workflows (e.g. Zendesk Salesforce).
Experienced in handling card transaction disputes and chargebacks with card schemes (e.g. Visa Mastercard)
Strong analytical skills with the ability to interpret data identify trends and drive process improvements.
Proficient in Microsoft Office (advanced Excel skills including Pivot Tables and Dashboards) and knowledgeable in Power BI for data visualization and reporting.
Strong organizational skills and ability to work under supervision with iterative feedback