Business Operations Lead

2 weeks ago

Jakarta, Indonesia Setara Networks Full time

We at Indepay | Setara Networks are here to revolutionize the Indonesian payment ecosystem by introducing one click checkout services in order to make transactions zero-fee, instant, and rewarding for the consumer.

On one side we’re working with financial institutes to enable real-time account to account transfers through our platform, and on the other-side we’re giving consumers a reliable and secure payment experience which is better than anything else they’ve experienced in the Indonesian ecosystem.

**Where We Are Now: Series A Startup with Boundless Opportunities**

**Our Vision for Payment Transformation**: We’re on a mission to disrupt the traditional online payment landscape. By pioneering a faster, safer, and incredibly simple payment solution, we're challenging the status quo of virtual account payments and setting a new standard for seamless transactions, enabling payment in just 20 seconds powered by open banking regulatory framework.

**Strategic Partnership with Top Brands**: As we build a new category in one-click fast payments, you'll have the opportunity to work alongside industry leaders, partnering with top-tier D2C brands ranging from telco providers, banks, FnB, and OTT to create a network that redefines the future of online payments.

**Your Opportunity to Innovate**: If you're passionate about innovation and eager to make a significant impact, this is your chance to be part of something truly transformative and create value.

Join a multicultural team at the epicenter of transforming Indonesia's future payment industry. Seize this rare opportunity to be a game changer in an environment that thrives on innovation and collaboration. Don't miss out on the chance to be part of a live, dynamic company ready to soar to new heights in the coming year.

**What your current role should be like?**
- Proven experience (3-5+ years) in managing operational workflows and processes in a business or operations-oriented role.
- Demonstrated expertise in implementing and improving business operations using analytical tools and performance metrics.
- Previous experience in a fast-paced, dynamic environment such as a startup, with a focus on operational excellence.
- Hands-on experience working cross-functionally to ensure seamless business operations and exceptional customer outcomes.
- Adept at using data-driven approaches for process optimization, with practical knowledge of operational software and tools.

**What will you do?**
- Implement operational policies and procedures/processes.
- Ensure compliances, KYC, CDD.
- Monitor business operations to spot trends, opportunities, and risks.
- Monitor performance of the operations team and ensure high customer satisfaction levels with on time resolutions.
- Conduct periodic audit and inspection to ensure that the deployments standards are adhered to.
- Expand the Network & operational support services in line with sales forecast or approved expansion plans.
- Monitor and track implementation of BAP, BONU & BAPs for existing network and customers.
- Assume overall responsibility for SLAs for customer connect times as well as monitoring of complaint resolutions.
- Design and implement a customer data analysis system for analyzing customer behavior with a view to improving retention and service levels.
- Design strategies for increasing customer satisfaction and thereby minimize deactivations.
- Analyze training needs of operations staff and co-ordinate with HR/Functional Training Dept to ensure design and Implementation of training programs.
- Ensure timely execution of special projects/ up-gradation assignments.
- Establish measure of performance and monitor performance of Operations staff.

**Requirements**:
**What do you have?**
- Graduation from premier University, where specialization in operations is great to have.
- Has 3-6 yrs of experience as Team Leader in a customer service environment.
- Thrive in a dynamic and fast paced environment, and is hands-on, independent, self-motivated and fast learner.
- Has the ability to develop clear & concise documentation.
- Can liaise with a diverse set of stakeholders, using hands-on experience and expertise to keep the product at the forefront of innovation and competition, setting a benchmark that is desired to be followed at the global level.
- Preferably have payment domain knowledge.
- Having a background in a startup and/or a product company is preferable.
- Deliver on your commitments without fail.
- Has an analytical and data-driven approach in day-to-day work and have the ability to develop clear & concise documentation.
- Is energetic and works well under pressure.
- Is affable and knows your way around the organization.
- Has excellent communication skills and has the ability to impact and influence.
- Has an unparalleled attitude and determination to succeed against all odds.
- Can multi-task and have excellent time management and prioritization skills.
- Has excellent problem solving and

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