Business Operations Senior Specialist

KEY RESPONSIBILITIES (include but not limited to):

• Manage day-to-day operations of the payment services in accordance with business and operating rules, policies, procedures, and standards
• Manage relationships with payment services users and GCC central banks, understand their challenges and problems, coordinate within GPC to provide solutions and support, raise awareness about GPC services and drive superior customer experience
• Contribute to the payment transaction investigation function.
• Provide training to the operations team in GPC and in GCC central banks if required.
• Contribute to user acceptance testing activities to verify any release, changes, or updates regarding payment services in the testing environment
• Support audits and regulatory/GCC Central Banks requests by preparing required operational reports, evidence and documentation.
• Participate in change management and release planning, ensuring operational readiness (procedures, training, communication) before new features or participants go live.
• Contribute in UAT activities to verify any release changes or updates regarding AFAQ System and any other future system in accordance to operating rules procedures and standards.
• Identify and map business processes that will increase productivity.
• Ensure SLAs are met with respective stakeholders.
• Provide 1st level support service to external users of payment services to resolve disputes arising between participants, answer any questions and advise and resolve issues
• Issuance and managing monthly transactions Fees and yearly participation fees.
• Manage and oversee the onboarding process to ensure a smooth experience.

Preparation of status reports measuring the performance metrics and service level indicators of AFAQ System on a Monthly basis.

Knowledge and Experience:

• 4–7 years of experience in business operations and payments.
• Banking sector experience is mandatory.
• Proven experience in cross‑border payments and SWIFT, with hands‑on exposure to RTGS and ISO 20022 (mandatory).
• Solid understanding of end‑to‑end payment processing flows, including RTGS, cross‑border transactions, ISO 20022 message types, cut‑off times, and settlement cycles.
• Strong data skills, with the ability to build and interpret operational reports and dashboards using tools such as Excel and business intelligence platforms.

Experience working with central banks, payment system operators, or large regional banks is highly preferred.

Education and Certifications:

A bachelor’s degree in business or banking, or equivalent relevant experience.