Operations Associate

Reports to: Operations Supervisor

Supervises: None

Location: Nairobi

The Operations Associate plays a vital role in ensuring smooth and efficient transaction processing, partner support, and customer satisfaction. This role involves monitoring and investigating transactions, resolving operational issues, processing refunds and adjustments, and providing accurate updates to internal and external stakeholders. The Operations Associate supports the wider Operations team by handling day-to-day tasks that contribute to the stability and reliability of the company’s payment ecosystem.

Responsibilities

Investigate transaction failures and follow up with customers where necessary.

• Monitor all transactions to ensure they reach a final status (Paid/Declined) within 30 days.

• Track cash payout transactions and ensure collection within 15 days, or trigger refunds when required.

• Investigate delays with payout partners and ensure swift resolution.

Process manual payouts, adjustments, reversals, and other operational requests.

• Verify and approve wallet top-ups and withdrawal requests under GBP 500.

• Process refunds securely back to the customer’s original payment method.

• Escalate pre-funding issues to the Finance team.

• Share relevant partner updates with internal teams and maintain smooth communication.

• Resolve pay-in and pay-out partner issues, escalating persistent challenges to Tier 3. \

• Manage all transaction status follow-ups until closure.

• Log and escalate system/technical issues to IT via PSI (Level 1/2/3).

Provide supporting evidence for chargeback cases to Tier 3.

• Create and close Agent/Teller accounts as required.

• Coordinate the ordering, setup, and configuration of POS devices.

What We’re Looking For

• Strong attention to detail and a high sense of accountability.

• Excellent communication and follow-up skills.

• Ability to work efficiently under pressure and meet deadlines.

• Previous experience in financial services, remittances or operations is an added advantage.

• Problem-solving mindset and willingness to learn new systems.