Banking Business Operations Support
Fawry for banking & payment technology services
Total years of experience :12 years, 1 Months
• Provide technical support for all Fawry products on both staging and production environments.
• Provide assistance to internal teams for banking products and E-wallets.
• Working as a team member to develop, apply technical support activities, review and handle integration activities.
• UAT and Review of Fawry Mobile Applications Specs
• In charge of handling all banking support and coordination activities in relevance to Business as Usual (BAU) activities.
• Provide operations support coverage, work with incident management and other support teams to address tickets/issues on time.
• Set business priorities and negotiate target dates in providing bank enhancements and problem resolutions.
• Impact analysis of functional changes that will affect the banks.
• Define the bank's configuration set up to align with the agreed requirements.
• Provide necessary facilities to monitor the banks environment and identify any failure.
• Managing Egyptian government utilities payment services operations.
• Managing Egyptair account service operations.
• Managing the Egyptian 3 telecom companies (Etisalat, Mobinil, and Vodafone) service operations.
• Handling day to day operational activities
• Review Fawry applications specs before going to production.
• Monitor system behaviors against expected and identifying differences.
• Financial reconciliation
• Handling service complains from Internal and external parties and end customer related.
• Identifying and suggesting areas of improvement
• Setting and reviewing day to day processes.
• Leading and Coordinating between external parties and internal support teams.
• Investigation for discovered issues.
• Communication with external parties (Banks-Billers) to maintain a smooth and successful relationship.
• UAT acceptance and approval.
• Operational KPI’s & analysis reports for business needs
• Updating the system configuration
• Sharing the updated configuration with the concerned departments
Deliver service and support to end-users through emails or office visit
Handling day to tasks with operations departments
Technical focal point between the market and the 2.line
Interact with customers to provide / correct the information and response to inquiries, concerns, and requests about products and service “ accessible applications”
Gather customer information and determine the issue by evaluating and analyzing the givens
Follow standard process and procedures to handle the issue
Identify and escalate priority issues
Redirect problems to appropriate resource
Follow up and make scheduled call backs to customers where necessary
Stay updated with system information, changes and updates
Interacts with others in a way that gives them confidence
Working continuously on a task until completion (or referral to third parties, if appropriate)
Updating self-help documents to the sales force team to can try to fix problems themselves
Provides answers to clients by identifying problems, researching answers, guiding client through corrective steps
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