Job Descriptions

Key Roles and Responsibilities:

• Develop and enhance business intelligence dashboards and reports that provide clear visibility into business and operational performance.
• Translate business needs into analytical frameworks, standardized KPIs, and scalable data models.
• Analyze performance trends and key business drivers to deliver actionable insights, recommendations, and forward-looking analysis.
• Partner with leadership and cross-functional teams to support data-driven decision-making and performance evaluation.
• Collaborate with data and technology teams to ensure reliable datasets and scalable reporting infrastructure.
• Improve and automate recurring reporting and analytical workflows to increase efficiency and consistency.
• Ensure data quality, accuracy, and usability across dashboards, reports, and analytical outputs.
• Continuously enhance BI tools, dashboards, and reporting standards to improve effectiveness and user adoption.
• Contribute analytical support to strategic initiatives, business improvements, and new opportunities.

Job Descriptions

Key Roles and Responsibilities

Functional Roles:

KYC & Customer Onboarding Operations 

• Lead and manage end-to-end KYC operations including customer onboarding, verification, account upgrades, reviews, and remediation
• Ensure KYC processes fully comply with CBM regulations, AML/CFT requirements, and internal policies.
• Monitor KYC SLA performance, backlog, approval accuracy, and quality standards 
• Coordinate with Compliance and Risk teams on policy updates, regulatory changes, and KYC enhancements.
• Oversee periodic KYC reviews, customer data maintenance, and exception handling 
• Drive automation and process improvements to improve turnaround time and customer experience.

Customer Service Operations Management

• Oversee Customer Service Management operations including contact center, case management, and escalation handling
• Ensure customer inquiries, complaints, and disputes are resolved within defined SLAs and quality standards
• Act as escalation owner for complex, high-risk, or sensitive customer cases
• Collaborate with CX, Product, and Technology teams to address root causes of recurring customer issues
• Monitor service quality metrics, including response time, resolution time, CSAT, and complaint trends

Operational Control & Risk Management 

• Implement strong operational controls to minimize fraud, identity misuse, and operational risk.
• Ensure accurate handling of customer data with strict data privacy and security standards.
• Support audits, regulatory reviews, and internal risk assessments related to KYC and customer operations.

Standard Roles:

Planning:

• Lead operational planning, capacity management, and resource allocation
• Define operational targets, KPIs, and performance monitoring frameworks
• Align operational priorities with company strategy, growth plans, and regulatory requirements

General Responsibilities : 

• Ensure full compliance with CBM regulations, AML/CFT requirements, KYC standards, and internal policies
• Coordinate closely with Compliance, Risk, Finance, and Audit teams
• Support internal and external audits and ensure timely closure of audit findings
• Prepare and present regular operational performance reports to senior management
• Manage relationships with banks, payment partners, vendors, and service providers
• Ensure data integrity, security, and confidentiality in all operational activities

People Management: 

• Directly manage KYC Operations and Customer Service Management teams, including team leads and supervisors
• Set clear performance targets, SLAs, quality standards, and productivity KPIs
• Coach, mentor, and develop team members to build a strong compliance and service culture
• Ensure adequate staffing, shift planning, and operational coverage
• Drive continuous improvement through training, quality assurance, and performance management

Job Descriptions

Key Roles and Responsibilities

Functional Roles:

• Plan, create, and manage digital content and performance analytics for the company’s digital marketing activities, including websites, microsites, social media platforms, and integrated digital campaigns.

• Lead the strategy, development, execution, and optimization of paid digital marketing initiatives, including social media ads, display advertising, mobile, OTT, and performance media.

• Drive results-oriented campaigns focused on user acquisition, conversion, engagement, and retention, with clear KPIs and ROI measurement.

• Manage and optimize media buying across platforms such as Meta, TikTok, Google, and other relevant digital channels.

• Develop and execute TikTok content strategies, including short-form video planning, trend utilization, performance tracking, and optimization.

• Plan, manage, and evaluate KOL / influencer partnerships, including briefing, coordination, content review, and performance reporting.

• Integrate online marketing activities with offline marketing and brand communication plans to ensure consistent messaging.

• Develop, write, and manage digital content while maintaining an editorial and content publishing calendar.

• Analyze customer behavior, campaign performance, and digital insights to continuously improve websites, social platforms, and paid media effectiveness.

• Manage agency and vendor relationships to ensure outsourced work is aligned with brand guidelines, timelines, budgets, and performance expectations.

• Ensure all digital creatives and assets are optimized for branding, performance, user experience, and platform best practices.

• Identify and apply new digital technologies, tools, platforms, and formats to enhance campaign effectiveness and marketing innovation.

Job Descriptions

Key Roles and Responsibilities

Functional Roles:

• Handle inbound and outbound calls to understand customer needs, resolve issues, and provide product/service information.
• Respond promptly and accurately to inquiries, offering appropriate solutions while ensuring customers feel valued and supported.
• Practice active listening, confirm or clarify details, and de-escalate situations with professionalism when dealing with dissatisfied customers.
• Build strong relationships with customers and team members through trust, reliability, and clear communication.
• Use software, databases, and call scripts effectively to provide consistent service.
• Strive to meet or exceed call center performance metrics while maintaining high standards of customer satisfaction.
• Recommend or upsell products and services that better match customer needs when appropriate.
• Participate in ongoing training and development to enhance product knowledge, communication skills, and job performance.

Job Descriptions

Key Roles and Responsibilities

Functional Roles:

• Supporting daily B2B administrative/operational tasks
• Assist in preparation for cash collection and cash disbursement file list.
• Assist in preparing and managing cash collection lists internally and externally with partners, and prepare and upload cash disbursement lists for partners.
• Assist in Daily Reconciliation, Reversal process, Invoicing, and Reporting for B2B Partners.
• Actively managing and communicating in Viber Group, Email, and other channels with Partners and relevant internal stakeholders.
• Supporting documents requirements in the B2B Partners onboarding process and align/communicate with relevant internal departments in the onboarding process.

Job Descriptions

Functional Roles:

• Perform to Achieve Team and Territory’s Monthly ACQ, DRI, TPV, and respective Targets
• Analyze sales data and submit territory sales reports periodically
• Participate in regional and national sales and marketing & branding activities
• Provide Training of new products to distributor’s sales team
• Participate in ongoing training and education
• Monitor daily and weekly sales performance of each team members (DSEs & SDAs)
• Solve any customer and channel partner’s complaints and feedbacks
• Acquire Market Intelligent Information and report to regional or area sales manager
• Must have Bilateral Relationships with Key Account Agents and Distributors
• Recruit Distributors in assigned territory and maintain the excellent business relationship
• Prepare, Plan and Execute consist growth of territory Sales Performance
• Take responsibility of the tasks specially assigned from Head of Sales, Regional Sales Manager or Area Sales Manager

Standard Roles:

Planning

• Manage resources and head-counts
• Manage, follow up, and evaluate territory’s performance and ensure targeted goals and plans are carried out accurately
• Delegate responsibilities to others and apply operational skills

General Responsibilities

• Track and monitor territory’s performance to be able to achieve the desired goals effectively
• Attend and support organizational activities or projects
• Other responsibilities as assigned by Head of Sales

People Management

• Analyze and prepare manpower plan within own territory
• Must Communicate necessary information to subordinates to create mutual understanding and coordination
• Provide coaching, problem solving, and advice to subordinates to develop their knowledge and skills to effectively perform their duties aligning with
• business directions and changing environment
• Being a good role model and change agent

Job Descriptions

Functional Roles:

• Perform to Achieve Team and Territory’s Monthly ACQ, DRI, TPV and respective Targets
• Analyze sales data and submit territory sales reports periodically
• Participate in regional and national sales and marketing & branding activities
• Provide Training of new products to distributor’s sales team
• Participate in ongoing training and education
• Monitor daily and weekly sales performance of each team members (DSEs & SDAs)
• Solve any customer and channel partner’s complaints and feedbacks
• Acquire Market Intelligent Information and report to regional or area sales manager
• Must have Bilateral Relationships with Key Account Agents and Distributors
• Recruit Distributors in assigned territory and maintain the excellent business relationship
• Prepare, Plan and Execute consist growth of territory Sales Performance
• Take responsibility of the tasks specially assigned from Head of Sales, Regional Sales Manager or Area Sales Manager

Standard Roles:

Planning

• Manage resources and head-counts
• Manage, follow up, and evaluate territory’s performance and ensure targeted goals and plans are carried out accurately
• Delegate responsibilities to others and apply operational skills

General Responsibilities

• Track and monitor territory’s performance to be able to achieve the desired goals effectively
• Attend and support organizational activities or projects
• Other responsibilities as assigned by Head of Sales

People Management

• Analyze and prepare manpower plan within own territory
• Must Communicate necessary information to subordinates to create mutual understanding and coordination
• Provide coaching, problem solving, and advice to subordinates to develop their knowledge and skills to effectively perform their duties aligning with
• business directions and changing environment
• Being a good role model and change agent

Job Descriptions

Functional Roles:

• Perform to Achieve Team and Territory’s Monthly ACQ, DRI, TPV and respective Targets
• Analyze sales data and submit territory sales reports periodically
• Participate in regional and national sales and marketing & branding activities
• Provide Training of new products to distributor’s sales team
• Participate in ongoing training and education
• Monitor daily and weekly sales performance of each team members (DSEs & SDAs)
• Solve any customer and channel partner’s complaints and feedbacks
• Acquire Market Intelligent Information and report to regional or area sales manager
• Must have Bilateral Relationships with Key Account Agents and Distributors
• Recruit Distributors in assigned territory and maintain the excellent business relationship
• Prepare, Plan and Execute consist growth of territory Sales Performance
• Take responsibility of the tasks specially assigned from Head of Sales, Regional Sales Manager or Area Sales Manager

Standard Roles:

Planning

• Manage resources and head-counts
• Manage, follow up, and evaluate territory’s performance and ensure targeted goals and plans are carried out accurately
• Delegate responsibilities to others and apply operational skills

General Responsibilities

• Track and monitor territory’s performance to be able to achieve the desired goals effectively
• Attend and support organizational activities or projects
• Other responsibilities as assigned by Head of Sales

People Management

• Analyze and prepare manpower plan within own territory
• Must Communicate necessary information to subordinates to create mutual understanding and coordination
• Provide coaching, problem solving, and advice to subordinates to develop their knowledge and skills to effectively perform their duties aligning with
• business directions and changing environment
• Being a good role model and change agent

Job Descriptions

Key Roles and Responsibilities

Functional Roles:

• Identify opportunities and problem areas for your product lines
• Value-based prioritization of continuous improvements and new features alike
• Develop a deep understanding of your customers, using various tools and methods, to continually gather and analyze qualitative and quantitative data.
• Research competitive offerings across the region and deliver a best-in-class experience to your customers.
• Define and monitor objective success metrics for your products.
• Translate the opportunities into high-quality and detailed Product Requirements in collaboration with the design and development teams.
• Partner with the engineering team to execute the requirements and see it to a smooth launch.

Standard Roles:

Planning 

• Set up departmental policies, strategies, and business plans that aligning with business directions and goals and focusing on operational excellence
• Set up and manage budget of own department and propose for approval including managing and controlling the operating cost of division within the approved budgets and resources
• Manage, follow up, and evaluate department performance and ensure targeted goals and plans are carried out accurately
• Delegate responsibilities to others and apply operational or strategic management skills

General Responsibility 

• Keep up to date with the industry trends and new technology for applying in own department to improve and enhance productivity within organization
• Track and monitor division’s performance to be able to achieve the desired goals effectively
• Build and maintain relationship with internal and external departments to create mutual coordination

People Management

• Analyze and prepare manpower plan and position structure within own department
• Communicate directions to subordinates to create mutual understanding and coordination
• Provide coaching, mentoring, problem solving, and advice to subordinates to develop their knowledge and skills to effectively perform their duties aligning with business directions and changing environment
• Assess and monitor departmental performance which drives and aligns with organizational goals

Job Descriptions

Key Roles and Responsibilities

Functional Roles:

• Operating our core platform, growing and adapting it to support the needs of the business.
• Monitor systems and trends to prevent the occurrence of incidents, problems, errors, and improve overall performance.
• Work with developers and assist as and when needed.
• CI/CD deployments on an Openshift based platform, both on premises and on a multi-cloud infrastructure. (AWS and GCP)
• Administration, Day to Day Cluster Operation and Improvement of OpenShift Platform
• Improve Developer Experience: Focusing on what developers need for doing their day to day job, all the tooling that they require to efficiently develop, deploy and maintain the code in production. participate in requirements definition, architecture/security/compliance considerations, deployment, maintenance, operations.

Standard Roles:

Planning

• Set up own division plans aligning with department plans, directions and goals
• Support information for the setting up annual budget of own division
• Manage resources and headcounts
• Manage, follow up, and evaluate the division’s performance and ensure targeted goals and plans are carried out accurately
• Delegate responsibilities to others and apply operational or strategic management skills
• Provide leadership and manage the performance of professionals/ supervisors with limited management authority

General Responsibilities

Keep up to date with the industry trends and new technology for applying in own division to improve and enhance productivity within the organization

• Track and monitor the division’s performance to be able to achieve the desired goals effectively
• Attend and support organizational activities or projects
• Other responsibilities as assigned