Senior - Business Operations Executive, EPS
Khối Vận Hành
Hồ Chí Minh
26-Payment Services-0405
The Senior Business Operations Executive leads the Operational Excellence team, the backbone of MoMo's Offline Payment operations. This role owns four critical domains: payment performance monitoring, end-to-end user and merchant experience, operational foundation for the Merchant Operations team, and fraud risk management. The ideal candidate combines systems thinking with hands-on execution — someone who can build scalable processes, protect users from fraud, and collaborate cross-functionally to drive continuous improvement across the business unit.
This is your opportunity to do more than just run operations — to build the foundation that powers MoMo's Offline Payment growth. You will design the systems that keep merchants operating smoothly, protect millions of users from fraud, and shape the real-world payment experience across Vietnam. This is a role with clear, visible impact — and one where your contributions will be recognized.
Mô tả công việc
1. Payment Performance Monitoring
- Continuously track and analyze payment performance metrics across the Offline Payment ecosystem (success rate, error rate, processing time, etc.).
- Proactively detect anomalies in transaction data and coordinate with internal teams to resolve issues in a timely manner.
- Build and maintain dashboards and periodic reporting systems (weekly/monthly/quarterly) that deliver strategic insights to leadership.
- Propose data-driven improvements to continuously raise the quality and reliability of payment services.
2. User & Merchant Experience
- Own end-to-end quality of the user and merchant experience throughout the Offline Payment journey.
- Collaborate with internal teams to build, refine, and improve experience measurement systems for users and merchants (CSAT, FCR, P90, etc.).
- Oversee and guide the resolution of tickets and incidents raised by users and merchants.
- Analyze root causes of recurring issues and work with Product and Engineering teams to drive product and process improvements.
- Collect, synthesize, and translate feedback from users and merchants into actionable improvement requests for internal stakeholders.
3. Operational Foundation for Merchant Operations
- Build and standardize SOPs, playbooks, and operational processes for the entire Merchant Operations team.
- Work cross-functionally with internal teams (Product, Engineering, Legal, Finance, etc.) to ensure all operational infrastructure is properly set up and running smoothly.
- Identify, propose, and lead the implementation of tools and systems to improve the operational efficiency of the MCs team.
- Automate repetitive operational workflows by leveraging AI tools, workflow automation, and AI agents to maximize productivity.
- Actively participate in product discovery and development of new features alongside the Product team; simultaneously serve as the operations representative to ensure smooth rollout of new products and features without disrupting team operations.
4. Risk Management
- Monitor and proactively detect abnormal transactions, merchant fraud, and cases where users are deceived during payment at merchants within the BU.
- Develop monitoring plans and systems for quasi-merchants — merchants who exploit MoMo payment flows for unauthorized purposes (e.g., facilitating post-paid wallet withdrawals or transactions outside the scope of the partnership agreement).
- Collaborate with relevant internal teams (Risk, Legal, Engineering) to research and implement anti-fraud measures that protect users.
- Work directly with the BD team to coordinate with external partners on deploying fraud prevention solutions.
- Track and manage violation cases end-to-end until fully resolved.
5. Team Leadership & Development
- Directly manage the Business Operations Executive, providing clear direction and supporting their professional growth.
- Assign, track, and evaluate the Executive's work; take full accountability for the team's output and performance.
- Mentor and coach team members, fostering a positive and growth-oriented team culture.
Yêu cầu công việc
Requirements
- Education & Experience
- Bachelor's degree in Economics, Finance, Business Administration, or a related field.
- Minimum 3–5 years of experience in Payment Operations at a bank, e-wallet, or Fintech company.
- Experience in people management or leading cross-functional projects is a strong advantage.
- Hands-on experience in risk management and/or fraud detection in an electronic payment environment.
Hard Skills
- Proficient in data analysis; skilled in SQL, Excel/Google Sheets at an advanced level, or BI tools.
- Strong ability to build processes, write SOPs, and produce professional documentation.
- Good English reading comprehension; ability to draft emails and documents in English is a plus.
- Demonstrated ability to apply AI tools, automation workflows, AI agents, and Claude Cowork in real work contexts.
Soft Skills & Personal Attributes
- Systems thinker — able to see the big picture and identify root causes rather than treating symptoms.
- Highly proactive with strong ownership — identifies problems and proposes solutions without waiting to be assigned.
- Effective cross-functional collaborator — able to coordinate and influence other teams without direct authority.
- Thrives under pressure; capable of managing multiple workstreams simultaneously in a fast-paced environment.
- Honest, detail-oriented, and highly accountable with sensitive data and information (especially in Risk-related matters).
- Strong mentoring skills and the ability to inspire those who report to them.
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