About Brick

Brick is a leading financial API provider in Southeast Asia, powering the next generation of fintech companies with modern infrastructure that allows them to offer personalized and inclusive financial services. Our mission is to set the stage for financial innovation to flourish and benefit hundreds of millions of individuals and businesses in Indonesia.

Role Overview

We are seeking a motivated and customer-centric Payment Operations Lead to join our dynamic team. This role is crucial in ensuring the efficiency, accuracy, and excellence of our payment operations while prioritizing customer satisfaction. The ideal candidate will have a strong foundation in payment operations and customer service, with the potential to grow into a leadership role in a fast-paced fintech environment.

Key Responsibilities

Customer Service Excellence (50%)

1. Customer Experience Enhancement
   • Implement strategies to improve customer satisfaction and loyalty
   • Monitor and maintain service level agreements (SLAs) for customer support
   • Collect and analyze customer feedback to identify areas for improvement
2. Team Coordination and Development
   • Coordinate daily activities of the Payment Operations team with a focus on customer service
   • Participate in training programs to enhance the team's technical knowledge and soft skills
   • Promote a culture of continuous improvement and customer-centric problem-solving
3. Communication and Relationship Management
   • Serve as a key point of contact for clients and partners
   • Handle escalations and critical issues, ensuring timely and satisfactory resolutions
   • Collaborate with other departments to ensure seamless customer experiences

Payment Operations Management (40%)

1. Process Improvement
   • Assist in reviewing and optimizing payment processing workflows
   • Identify bottlenecks and suggest solutions to improve efficiency and reduce errors
   • Stay updated on industry trends and help implement best practices in payment operations
2. Performance Monitoring
   • Track key performance indicators (KPIs) for both operations and customer service
   • Contribute to regular reports, highlighting trends, issues, and opportunities
   • Use data to inform decision-making and improve overall performance
3. Risk Management and Compliance
   • Ensure day-to-day operations comply with relevant regulations and internal policies
   • Assist in implementing and maintaining fraud detection and prevention measures
   • Liaise with the legal and compliance teams on regulatory matters

Innovation and Growth (10%)

1. Technology Adoption
   • Provide user feedback to the technical team on new payment methods and system improvements
   • Suggest product enhancements based on customer needs and operational insights
2. Strategic Input
   • Contribute ideas to the team's long-term strategy for payment operations and customer service
   • Identify opportunities for service improvement based on front-line experiences

Qualifications

Required:

• Bachelor's degree in Business, Finance, Operations Management, or a related field
• 2+ years of experience in payment operations or customer service in a fintech environment