Manage and supervise the day-to-day operational activities of the EMI.
· Ensure smooth delivery of electronic money, wallet, payment, cash-in/cash-out, transfer, and other approved services.
· Establish operational procedures, workflows, and service standards.
· Monitor operational performance and resolve operational issues promptly.
· Ensure that customer transactions are processed accurately, securely, and within approved service standards.
· Supervise account/wallet opening, activation, suspension, closure, and related operational processes.
· Ensure proper processing of cash-in, cash-out, transfers, payments, refunds, reversals, and other permitted transactions.
· Monitor failed, rejected, delayed, duplicated, or unusual operational transactions and coordinate their resolution.
· Oversee the operational management of EMI agents.
· Ensure agents operate only within their approved authority and permitted services.
· Coordinate agent onboarding, training, activation, monitoring, suspension, and termination with relevant departments.
· Ensure agent records are complete and maintained in the Agent Register.
· Monitor agent liquidity/float availability and operational performance.
· Coordinate with Compliance regarding agent risk, AML/CFT requirements, and regulatory concerns.
· Establish effective maker-checker and segregation-of-duty controls.
· Ensure daily operational reconciliation between transaction records, customer balances, agent balances, settlement accounts, and relevant financial records.
· Investigate operational discrepancies and ensure timely resolution.
· Coordinate with Finance on settlement, float, suspense items, and reconciliation issues.
· Oversee operational aspects of customer support and complaint handling.
· Ensure customer complaints are recorded, investigated, escalated, and resolved within approved timelines.
· Monitor recurring complaints and identify operational weaknesses requiring corrective action.
· Develop, review, and update Operations policies, SOPs, manuals, workflows, and service standards.
· Ensure operational procedures are properly documented and communicated to employees and agents.
· Identify operational control gaps and recommend improvements.
· Monitor operational incidents, transaction errors, fraud indicators, and control failures.
· Ensure incidents are documented, investigated, escalated, and resolved.
· Coordinate with Compliance, Risk, IT, Internal Audit, and Finance where an incident crosses departmental responsibility.
· Any other responsibility being assigned by the line manager.
