Operations Support Specialist

JOB DESCRIPTION: OPERATIONS SUPPORT SPECIALIST

Company: Pagatech Limited (“Paga” or the “Company”)

Sector: Financial Services

Position: Operations Support Specialist

Reporting Line: Team Lead, Operations Support

Location: Lagos, Nigeria

Experience: 5 years’ relevant experience in a structured environment

ABOUT PAGA

Paga is on a mission to enable one billion Africans and millions of SMEs to pay, preserve hard-earned income, participate in global trade, and purchase goods and services at home and abroad. We have built a multicurrency, cloud-based payments and financial services engine that leverages multiple business services built on the same best-in-class infrastructure to serve the ecosystem through three businesses - Paga Engine (Enterprise B2B www.pagaengine.com); Paga (Consumer - www.Paga.com); and Doroki (SME Retail - www.doroki.com). Paga has three licenses with the Central Bank of Nigeria – mobile money, international remittance, and a microfinance bank.

Paga is headquartered out of the United Kingdom and has operating entities in Nigeria, United States, and Ethiopia. Founded in 2009, Paga now serves millions of users and businesses across Africa and beyond.

ABOUT THE ROLE

The Operations Support Specialist is responsible for ensuring the smooth and efficient delivery of operational processes by monitoring transactions, resolving customer and system issues, supporting incident management, performing reconciliation, and coordinating with internal and external stakeholders to maintain service excellence and operational efficiency.

PRIMARY RESPONSIBILITIES

Transaction Monitoring and Support

• Monitor daily transactions across all payment channels and services.
• Investigate and resolve failed, pending, and inconclusive transactions.
• Escalate critical incidents to the appropriate teams and vendors for resolution.
• Ensure prompt resolution of customer complaints and operational issues.

Incident Management

• Log, track, and manage incidents in accordance with established SLAs.
• Coordinate incident resolution activities with technical teams and third-party service providers.
• Prepare incident reports, root cause analyses, and post-incident reviews.
• Maintain an incident register and ensure timely updates on open issues.

Reconciliation and Settlement

• Perform daily reconciliation of transactions across payment channels.
• Identify and investigate reconciliation exceptions and discrepancies.
• Process manual reversals and ensure accurate settlement of transactions.
• Liaise with finance and partner institutions on settlement-related matters.

Customer and Merchant Support

• Support customer service teams in resolving transaction disputes and complaints.
• Investigate erroneous transfers, fraud reports, and chargeback requests.
• Assist merchants with transaction and account-related issues.
• Ensure timely communication and updates to stakeholders on outstanding issues.

Process and Service Monitoring

• Monitor service availability and system performance.
• Track service metrics and prepare operational performance reports.
• Identify process gaps and recommend improvements to enhance service delivery.
• Ensure compliance with operational procedures and service standards.

Documentation and Reporting

• Prepare daily, weekly, and monthly operational reports.
• Maintain operational records, logs, and documentation.
• Generate SLA and KPI reports for management review.
• Document operational procedures and update process manuals as required.

Compliance and Risk Management

• Adhere to internal policies, regulatory requirements, and operational procedures.
• Identify operational risks and recommend mitigation measures.
• Support fraud investigations and ensure appropriate controls are implemented.
• Ensure compliance with information security and data protection requirements.

KEY COMPETENCIES

• Strong analytical and problem-solving skills.
• Knowledge of electronic payment systems and banking operations.
• Understanding of incident management and service management processes.
• Proficiency in Microsoft Excel and reporting tools.
• Excellent communication and stakeholder management skills.
• Strong attention to detail and accuracy.
• Ability to multitask and work under pressure.
• Good knowledge of payment channels, reconciliation processes, and fraud management.

KNOWLEDGE AND SKILL REQUIREMENTS

• Bachelor’s degree in business administration, finance, computer science, information technology, economics, or a related field.
• Relevant professional certifications in operations, service management, or project management will be an added advantage.
• ISO 20000 Service Management practices.
• ITIL Incident and Problem Management processes.
• Electronic payment systems, NIP transactions, and settlement processes.
• Jira, Service Desk, or ticket management systems.
• SQL and data analysis tools (an added advantage).
• Minimum of 2–4 years' experience in Operations Support, Transaction Operations, FinTech Operations, Banking Operations, or Customer Operations.
• Experience in transaction monitoring, reconciliation, incident management, and dispute resolution is highly desirable.

Click on this link https://paga.bamboohr.com/jobs/ to apply for this job.

We are an equal opportunity employer and value diversity inclusion. We do not discriminate on grounds of colour, race, nationality, religion, age, ethnic origin, disability, gender, marital status, or sexual orientation in our employment practices.