Merchant Operations Executive

2 days ago

Malaysia Soft Space Full time 80,000 - 120,000 per year


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.

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