Position title
Operations Analyst

We're looking for an Operations Analyst who will work to define, improve, and execute Operations processes and procedures. Reporting to the Operations Manager, this role will be a driving force to ensure our customers are able to remit money as quickly as possible. You'll be working closely with the EMQ team to deliver a world-class operations experience for a globally distributed customer base.

  • Work with EMQ's Network team to understand new business pay-in/pay-out partner integrations and define the processes for it; help develop, improve, and execute daily operational procedures
  • Customer transaction data input and review; reconciliation from business partner's report; answer settlement inquiry if any; resolve customer issues as quickly as possible through various channels
  • Collaboration with Product Management and Engineering Teams for system testing of OPS-related functions
  • Preparation of weekly or monthly regulatory/audit reports per various country governments' requests
  • Transaction-related data analysis per internal requirements
  • Work closely with Engineering and Finance teams to monitor systems behaviors, maintain the connection, and drive system improvements/enhancement via ticketing / bug-tracking tools
  • Drive resolutions to transaction-related issues or complicated cases; deal with prerequisites and a variety of requirements to reach smooth running of transactions in a global scope; access server logs to identify problem
  • Work closely with EMQ’s Network Operations counterparts across regions to provide seamless support to our business pay-in/pay-out partners
  • Bachelor's or above academic degree preferred; at minimum of 3 years’ relevant experience in a similar role is a plus; basic knowledge of JSON, XML, and API is highly regarded
  • Strong English (verbal/written) skill is a must, familiar with Word/Excel function; Zendesk (customer service system) experience is valued
  • At least 2+ years in any Customer Service /Technical Support/Account Specialist/Merchant domains will be highly regarded, preferably in the finance or technology-related realms
  • Tech-savvy in helping communicate with the non-tech person to achieve a clearer understanding of API/system integration issues
  • Detail-oriented, self-disciplined, can work independently and under pressure, a quick learner
  • Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs
  • Evolving knowledge of developing & improving processes and procedures
  • *This position requires the flexibility of working in 2 rotation shifts, mainly Mid-shift and Nightshift
What can you expect from us
  • A competitive compensation package
  • A team of great people to work with
  • An autonomous working environment

If the above sounds like you, please submit your English CV/resume along with a written cover letter outlining how your previous experience makes you suitable for the role.

Employment Type
Job Location
Kuala Lumpur, Malaysia
Date posted
March 12, 2021
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Position: Operations Analyst

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