Senior Manager, Merchant Operations

• Develop and design efficient process flows for the Merchant Management System (MMS) to support all merchant operations, from onboarding to transaction processing, including integration with the Merchant Mobile App (MMA) and the further development of POS terminals.
• Analyze existing workflows and identify opportunities for improvement or automation.
• Create and document detailed process maps to ensure transparency and consistency across the organization.
• Establish and maintain operational frameworks to improve merchant service delivery.
• Define roles and responsibilities within merchant operations, ensuring clear task ownership.
• Set up and continuously improve team structures to meet business needs and scale effectively.
• Work closely with product, technology, customer support, and compliance teams to align on operational requirements and goals.
• Coordinate with other departments to ensure that operational processes are executed smoothly.
• Develop key performance indicators (KPIs) to measure the effectiveness of merchant operations and implement continuous improvement strategies.
• Develop incentive scheme and reward program (loyalty) for both merchant and staff.
• Regularly report on process performance and operational metrics to direct line and Top management.
• Identify potential bottlenecks or risks in merchant operations and develop strategies to mitigate them.
• Troubleshoot operational issues and collaborate with relevant teams to resolve them promptly.
• Collaborate with the Learning & Development department to provide key inputs for designing training materials and resources, ensuring that all employees involved in merchant operations are well-trained on processes, tools, and systems.
• Lead or support training sessions to ensure team members are equipped with the knowledge needed to perform efficiently.
• Create and maintain comprehensive documentation of processes, policies, and workflows for merchant operations.
• Ensure that all operational changes are properly communicated to the relevant teams.
• Weekly meeting with group Operation Directors and Branch Manager, CAOs for performance discussions.
• Daily, Weekly, Monthly report, Require report.
• Perform other tasks as assigned by supervisor.

• Bachelor’s degree in Business, Operations Management, or a related field.
• Strong understanding of process design methodologies, such as Lean, Six Sigma, or Agile.
• Good project management skills with the ability to manage multiple tasks and projects simultaneously.
• Advanced proficiency in process mapping and workflow tools.
• Analytical mindset with the ability to identify trends, risks, and areas for improvement.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Excellent communication skills & Customer-oriented mindset.
• Excellent knowledge in sales and marketing skills
• Problem-solving attitude & Aptitude for fostering positive relationships.
• Good English language in both Speaking and Writing.
• Minimum of 3 years of experience in operations, process design, or merchant services, ideally with a background in e-commerce or payment systems.
• Proven record of accomplishment of setting up and optimizing operational processes for merchant services or related industries.
• Strong problem-solving abilities and a keen attention to detail.
• Ability to work in a fast-paced and dynamic environment.
• Experience in the payment processing industry or with merchant-focused platforms.
• Knowledge of merchant compliance and regulatory requirements.
• Experience with automation tools or systems integration.

We offer competitive remuneration package and opportunity for career and personal development.

Apply: job@wooribank.com.kh

Phone: 087 666 870

Head Office Address: Building #398, Preah Monivong Blvd, Sangkat Boeung Keng Kang I, Boeung Keng Kang, Phnom Penh.