Responsibilities
- Oversee full customer journey monitoring including sign-up, credit assessment, payment processing, fund disbursement, and repayment cycles.
- Establish and manage key product performance indicators such as conversion efficiency, approval ratios, payment success rates, and user drop-off points.
- Detect issues affecting customer experience and lead coordinated efforts for quick resolution and stakeholder communication.
- Manage live oversight of API endpoints, internal services, and external third-party integrations.
- Monitor system uptime, response speed, error frequency, and transaction volume.
- Collaborate with engineering teams to define service level indicators, objectives, alert thresholds, and incident escalation procedures.
- Direct detection, initial assessment, and cross-team response during system incidents.
- Lead incident response meetings, record event timelines, and manage follow-up reviews.
- Ensure identified root causes are resolved and measures are implemented to prevent recurrence.
- Track irregularities at the operational and transaction levels, including failed payments, reversals, and reconciliation mismatches.
- Support compliance, audit, and risk functions through continuous control monitoring and reporting.
- Develop and maintain dashboards and reports for product, engineering, and executive teams.
- Work closely with Product, Engineering, Risk, Finance, and Customer Support teams.
- Verify monitoring and alerting coverage is implemented for all new product releases and integrations.
Work Arrangement
Remote (City/Region)
