B2B Field Operations Specialist

Job Summary

The B2B Field Operations Specialist is responsible for supporting and managing day-to-day operational activities related to B2B merchants and business partners. The role ensures seamless merchant onboarding, service activation, issue resolution, and operational excellence while maintaining strong coordination with internal teams and external stakeholders.

The specialist also contributes to process improvements and supports the successful implementation of new products and services.

Responsibilities

• Coordinate and oversee the onboarding process for B2B merchants, ensuring timely and accurate service activation.
• Monitor operational performance and address merchant-related issues to ensure high service quality and customer satisfaction.
• Conduct regular field visits to merchants and business partners to support operational needs, gather feedback, and ensure compliance with company standards.
• Collaborate with cross-functional teams, including Sales, Customer Service, Technology, and Finance, to facilitate smooth operational execution.
• Track and manage service requests, escalations, and operational incidents through successful resolution.
• Prepare and maintain operational reports, dashboards, and performance updates related to merchant activities and service delivery.
• Support the rollout and implementation of new products, services, and operational initiatives for B2B merchants.
• Ensure adherence to company policies, procedures, regulatory requirements, and operational guidelines.
• Maintain accurate records, documentation, and databases related to merchant operations and field activities.
• Identify opportunities for process optimization and recommend improvements to enhance operational efficiency and service effectiveness.
• Provide ongoing support to merchants and internal stakeholders to ensure seamless customer experience.

Requirements

Job Specifications

• Bachelor's degree in business administration, Commerce, or related field.
• 1-3 years of experience in operations, merchant management, field operations, or related functions.
• Experience within fintech, banking, telecommunications, or service industries is an advantage.
• Strong communication and coordination skills.
• Good analytical and problem-solving abilities.
• Proficiency in Microsoft Office applications, especially Excel.
• Ability to work under pressure and manage multiple tasks effectively.
• Willingness to travel for field visits when required Job Competencies
• Strong communication skills.
• Analytical thinking and problem-solving.
• Proficiency in Microsoft Office applications, particularly Microsoft Excel.
• Ownership
• Attention to detail and accuracy.
• Customer-oriented mindset with a focus on service excellence.
• Willingness and flexibility to travel for field visits as required.