Manager - Service Operations

GSSTech Group

Key Responsibilities

• Own and manage complex service configurations across internal and external systems.
• Ensure the accurate setup and ongoing maintenance of products, services, limits, fees, and control parameters.
• Coordinate directly with IT and Product teams to manage configuration changes, system enhancements, and new platform releases.
• Maintain comprehensive configuration documentation, Standard Operating Procedures (SOPs), and strict change logs.

2. Third-Party Coordination & SLA Management

• Act as the primary point of contact for external service providers, including processors, payroll partners, WPS agents, and technology vendors.
• Define, monitor, and enforce service level agreements (SLAs) to guarantee optimal platform performance.
• Conduct regular service reviews, vendor performance assessments, and lead operational escalation management.
• Coordinate rapid issue resolution, detailed root cause analysis (RCA), and implement preventive actions with partners.

3. Payroll & WPS Operations

• Manage end-to-end payroll processing and WPS file submissions in strict compliance with UAE Central Bank and MOHRE regulations.
• Ensure timely validation and high-accuracy submission of corporate salary processing.
• Efficiently handle payroll exceptions, file rejections, and refund processing.
• Liaise with the Central Bank, WPS Processors, Corporate Clients, and internal departments for seamless payroll execution.

4. Cards Operations

• Oversee daily card operations including issuance, activation, transaction processing, and chargeback lifecycles.
• Manage all card lifecycle activities including replacements, renewals, blocking, and unblocking.
• Coordinate with card processors, prominent Card Networks (Visa, Mastercard, Jaywan), and card vendors for operational issues and feature enhancements.
• Handle card-related exceptions, customer disputes, and partner escalations in coordination with internal risk and external teams.