Operations Associate

About the Role

We are seeking a dedicated Operations Associate to oversee and manage daily operations within loyalty programs, payment solutions, retail functions, and enhance customer experience. This position is based in Abu Dhabi, UAE, and requires on-site presence with occasional travel to retail or business locations.

Key Responsibilities

• Oversee daily management of payment terminal and POS system operations across various retail outlets.
• Ensure the deployment, installation, maintenance, troubleshooting, and replacement of payment terminals are effectively coordinated.
• Monitor terminal performance proactively to quickly identify and resolve payment-related concerns.
• Liaise with payment service providers, suppliers, retailers, and internal teams to address and solve operational issues.
• Provide ongoing support to retail operations for seamless execution of operational workflows across locations.
• Track and resolve customer and merchant concerns by collaborating with relevant departments.
• Drive improvement initiatives in customer experience by identifying and addressing operational deficiencies in customer-centric processes.
• Assist in managing daily administration and functioning of loyalty and rewards programs.
• Address loyalty member queries, transaction disputes, rewards issues, and handle operational escalations.
• Maintain comprehensive and accurate records, reports, and documentation of operational activities.
• Analyze operational key performance indicators (KPIs) to spot opportunities for process enhancement.
• Collaborate cross-functionally to ensure smooth operational rhythms and problem resolution.
• Manage escalations effectively by follow-up with all involved stakeholders until issues are closed.
• Adhere strictly to established operational protocols, service standards, and guidelines.

Required Skills & Experience

• Three to four years of pertinent experience in operations, retail operations, payment processes, customer experience, or similar disciplines.
• Practical experience with payment terminal or POS system management is strongly preferred.
• Previous involvement in retail operations and multi-location operational oversight.
• Customer-centric approach and strong orientation towards service excellence.
• Competent in managing diverse stakeholder relationships and coordination.
• Capable of effective operational troubleshooting and issue resolution.
• Excellent communication, organizational, and analytical problem-solving capabilities.
• Adaptable to dynamic, customer-focused, and fast-paced environments.
• Proficient in MS Office and Google Workspace applications, with experience in operational reporting tools.

Additional Preferred Qualifications

• Prior exposure to loyalty program management, reward platforms, or related customer loyalty operations.
• Background in payments, payment gateways, merchant operations, or payment services provider roles.
• Experience with retail technology platforms, POS infrastructure, or payment technologies.
• Knowledge of loyalty transactions, reward management, customer engagement, and redemption processes.

Mandatory Requirements

• Possession of a valid UAE driving license is required.
• Employment is strictly on-site in Abu Dhabi, with necessary travel to retail or business sites.