Operations Specialist - Foodics Pay

Role Overview

Operations Specialist - Foodics Pay at Foodics. Location not specified in source.

Company Overview

Foodics is a leading restaurant management ecosystem and payment tech provider. Founded in 2014 with headquarters in Riyadh and offices across 5 countries, including UAE, Egypt, Jordan and Kuwait. The company serves customers and partners in over 35 different countries worldwide. Foodics has processed over 6 billion orders and has achieved three rounds of funding, with the latest raising $170 million in the largest SaaS funding round in MENA.

Role Purpose

Serve as the primary operational and administrative contact for bank partners and merchant accounts, managing the full lifecycle of POS merchant relationships including onboarding, terminal management, settlement, regulatory compliance, and vendor coordination within the Foodics Pay ecosystem.

Key Responsibilities

Stakeholder & Relationship Management

• Develop long-term relationships with internal and external customers.
• Develop strong relationships with all stakeholders within the bank and within the internal operations team.
• Establish and maintain excellent working relationships with all cross-functional teams within EPOS.
• Serve as single point of contact for POS vendors and ensure installation and maintenance requests are accomplished within SLA.
• Ensure VIP customers receive continuous and exceptional service at all times.
• Prompt response to emails and establish proper follow-up with stakeholders.

Regulatory Compliance & Knowledge Management

• Understand the inner workings of the bank and identify obstacles.
• Understand regulations and be knowledgeable on SAMA regulations, SLAs, and MADA branding rules related to POS business.
• Acquire banking knowledge and SAMA regulatory framework.
• Ensure that all activities are within regulatory defined rules.
• Develop a firm understanding of contracts and contractual responsibilities.
• Become an SME for your account.

Merchant Account & Terminal Management

• Responsible for merchant onboarding (administration approval process).
• Responsible for terminal management and merchant profiling.
• Process amendments or changes to existing merchant credentials.
• Maintain historical merchant information.
• Ensure merchant account settlement and reconciliation.
• Maintain and control stock inventory.

Reporting & Documentation

• Maintain history of engagement and reports in a well-organized format on PC.
• Ensure to arrange daily POS related updates to publish accurate and clear reports for the bank or internal teams.
• Preparation of SAMA SLA reports with POS vendors and responsible for submission to SAMA.
• Daily Maintenance/Installation report – Data accuracy and frequency maintain as per bank agreement.
• Preparation of mandate reports (POS SLA/MADA branding/Active-Inactive/Segmentation/Stock reports).
• Create proper backup to handle reports in case of absence or vacation.

Financial & Billing Management

• Ensure to update the billing system for financial billing.
• Validate invoices prior to submission to the banks.
• Highlight discrepancies to finance department and ensure corrective action taken.

Dispute & Chargeback Resolution

• Process Chargeback, Claim and dispute requests, and coordinate to obtain needed supportive documents to the respective bank and ensure closure of cases.

Vendor & Performance Management

• Monitor and control vendor performance and management reporting.

Team & Office Management

• Ensure adherence to company policy and procedures.
• Establish and maintain a positive and healthy work atmosphere.
• Maintain office working hours.
• Develop and maintain "Account ownership" culture.
• Perform daily function with integrity and quality.
• Responsible for overall engagements with the bank.

Qualifications & Experience

• Bachelor's Degree in Finance, Business, Economics, Law, or any relevant degree.
• Minimum of 1–2 years experience as an Operations Officer or Accounts Officer.
• Acquiring banking knowledge and SAMA regulatory framework is a must.
• Strong knowledge of KSA regulatory compliance in financial and payment services.
• Knowledgeable in TMS (Terminal Management System – SAMA).

Skills & Competencies

• Expert in Excel and other Microsoft tools.
• Excellent communication skills (written and oral) in both English and Arabic.
• Self-driven and hardworking.
• Self-starter with the ability to work independently across functional groups and on multiple initiatives simultaneously.
• Flexible to work in a fast-paced and evolving environment.

Additional Information

• Highly competitive compensation packages, including bonuses and the potential for shares.
• Regular training and annual learning stipend to support personal development and career growth.
• Opportunity to join a talented team of over 30 nationalities working in 14 countries.
• Autonomy, mentoring, and challenging goals that create opportunities for growth.