Job Specification 

To support the design, analysis, and rollout of new VAS features and partnerships through market research, process documentation, and pilot testing.

Service Operations

• Manage and monitor the daily operations of VAS products to ensure smooth and uninterrupted services.

• Track transaction processing, uptime, and error logs to identify issues promptly.

• Support service restoration efforts by coordinating with IT and vendor teams during incidents.

Issue Resolution & Escalation

• Act as the first point of contact for operational issues and escalate critical cases to the Manager and relevant teams.

• Maintain detailed incident logs and track resolution timelines in line with SLAs.

• Follow up on system-related problems to ensure permanent resolution and process improvement.

Reporting & Documentation

• Prepare daily, weekly, and monthly operational reports on transaction trends, downtime incidents, and service metrics.

• Maintain comprehensive documentation for all operational procedures, partner interactions, and escalation cases.

• Ensure timely data submission for management and regulatory reporting purposes.

Continuous Improvement

• Analyze feedback from customers, agents, and merchants to identify operational pain points.

• Propose practical solutions to improve service reliability, customer experience, and turnaround time.

Stay updated on VAS operational best practices and support the adoption of automation tools.

Job Requirement 

• Bachelors degree in Business, Economics, IT, or related field.
• 3–5 years in digital banking operations, support, or service monitoring
• Operational troubleshooting, coordination with IT, documentation, attention to detail, escalation management

WHO WE ARE
Since 2017, KBZ Bank has undergone a significant transformation to become Myanmar's leading digital and mobile-first bank. Our initiatives have included restructuring leadership, enhancing risk management, and improving transparency. Notably, we launched KBZPay in 2018, a mobile wallet now serving over 10 million users, greatly expanding financial inclusion. Recognized for our governance and inclusion efforts, we continue to drive growth and accessibility in Myanmar's banking sector.


WHAT'S IN IT FOR YOU:

Rapid growth opportunities with a steep learning curve.

A dynamic and challenging work environment in the banking sector.

Commitment to your personal and professional development.

A diverse and international team fostering inclusion.

Engaging in company and team events.

Immediate responsibility and impact in a fast-evolving global bank.

Comprehensive benefits include health insurance and ongoing learning and development opportunities.