Merchant Operations Executive

The Merchant Operations Executive is responsible for end-to-end management of payment

terminal operations for merchants, including deployment, activation, swap/retrieval,

troubleshooting, merchant support, SIM logistics, and coordination with internal/external

stakeholders. This onsite role is embedded in BAU and supports operations as needed,

including weekend and public holiday shift rotations with allowance.

Key Responsibilities

Reporting and Analysis

• Generate and analyze daily/weekly/monthly operational reports.
• Track KPIs related to terminal deployment, swaps, retrievals, SIM usage, and service levels.
• Identify operational inefficiencies and propose practical improvements.
• Maintain accurate records and documentation for audits and compliance.

Payment Terminal Operations

• Coordinate and execute the deployment of POS terminals to merchants; ensure proper setup, activation, and testing.
• Manage replacements of faulty terminals; retrieve deactivated/ unused units from merchants.
• Diagnose and resolve terminal issues (e.g., connectivity, transaction failures); escalate complex issues to engineering/tech teams when required.

SIM Card Management (Secondary)

• Oversee SIM allocation for terminals; handle swaps, activations, and connectivity troubleshooting.
• Maintain inventory and track SIM usage accurately.

Merchant Support & Fulfilment

• Provide L1/L2 support to merchants, technicians, and agents for terminal-related issues.
• Train merchants on terminal usage, troubleshooting steps, and best practices.
• Ensure timely resolution of merchant complaints or escalations.

Agent Arrangements

• Monitor and supervise agents for assigned requests.
• Communicate effectively with agents and provide onsite or remote support to resolve issues promptly.
• Escalate matters to the helpdesk and ensure timely follow-ups until resolution.

Courier, Logistics and Documentation

• Arrange deliveries of POS terminals, SIM cards, and documents via appointed courier partners (e.g., GDex, J&T, DHL).
• Ensure items are packed, labeled, and documented correctly before courier handover; submit requests via courier platforms/portals.
• Track delivery status, update internal records, and proactively follow up on delays or failed deliveries; coordinate re-deliveries.
• Maintain digital and physical records of merchant agreements and related documentation; ensure compliance with internal SOPs, BNM regulations, and PCI-DSS standards.

Standby Support and Shift Rotation

• Provide on-call/standby support during weekends and public holidays for urgent terminal issues.
• Participate in a weekend and public holiday shift rotation schedule; shift/standby allowance will be provided in accordance with company policy.
• Coordinate with vendors/partners for emergency replacements or fixes as needed.

Internal and External Coordination

• Liaise with Sales, Tech, Risk, Finance, and Customer Support teams to ensure a smooth end-to-end merchant experience.
• Act as a central point of contact for operations-related merchant matters.

Required Skills and Qualifications:

Must-Have:

• Bachelor’s degree in Business Administration, IT, Telecommunications, or related
• field.
• 1–2 years of experience in operations, SIM card management, telecom support, or payment terminal operations.
• Strong analytical skills with proficiency in Excel/Google Sheets for reporting.
• Good communication and problem-solving skills.
• Ability to work in shifts and provide standby support when required, including weekend and public holiday rotations.

Nice-to-Have:

• Knowledge of payment terminals and merchant acquiring operations.
• Background in financial institutions, banking, or FinTech.