Analyst: Operations

Analyst: Operations

Al Etihad Payments empowers employees to work in an environment that best promotes their productivity and well-being, while providing high-quality workplace and fantastic professional experience.

Get to Know Us

Al Etihad Payments is the UAE's designated retail payments entity, dedicated to developing and operating world-class infrastructure, standards, and solutions for the UAE Economy. Al Etihad Payments is a subsidiary of the Central Bank of the UAE, strongly supported by the UAE Government.

Our employees are committed to work with licensed financial institutions and other payment service providers to foster innovation and deliver excellent financial services to all in the UAE, efficiently and without friction.

Al Etihad Payments supports the government's objectives of a cashless society, national digitization, and the Central Bank of the UAE objective of being a top ten central bank globally.

Our Culture

We are a collaborative, diverse, and passionate group of individuals that works as one team. We support one another, make impactful contributions to the organization, and develop and nurture meaningful connections across the payments ecosystem!

About the role

Analyst: Operations is responsible for addressing payment operations, help desk management for participant banks, card issuers & acquirers, ATMs and ensuring timely resolution within the agreed SLAs. This role requires coordination with the technology department to ensure the smooth running of IPP operations and applications.

What You’ll Do

1. Provide support in day-to-day operations activities like gathering and analyzing data through the workflows and preparing daily MIS, Management decks, Service desk reports etc.
2. Coordinate with the technology team in resolving help desk tickets and ensuring all systems are operational for the participant banks.
3. Provide support to fast-track the resolution for L2 and L3 tickets.
4. Take proactive steps to analyze the issues that occur with the applications and put preventive measures in place.
5. Support the operations team in the onboarding of new participant licensed financial institutions/banks.
6. Collect relevant data from within the company and from participant banks and present it to senior management teams.
7. Create databases for data storage and future access.
8. Track the progress of operational changes that are implemented across the company through key performance indicators.
9. Conduct periodic health checks of business continuity such as testing, monitoring, and support.

Minimum Qualifications

1. Degree in Business Administration or equivalent is preferred.
2. 1-3 years of work experience in a technology-related field.

Technical and Behavioral Skills

1. Proven work experience as an Operations Analyst or similar role.
2. Consulting and project management expertise is a plus.
3. Strong analytical and problem-solving skills.
4. Excellent communication skills, both verbal and written. Arabic is a plus.
5. Experience using statistical and database software.
6. Project management skills with the ability to manage multiple activities with both internal and external stakeholders.
7. Excellent knowledge of Microsoft Office such as Excel, PowerPoint, Word, or Google spreadsheets.
8. Flexible, positive, and result-oriented attitude and must be able to deliver in a tight deadlines environment.

Preferred Qualifications

1. Regional experience in the UAE is preferred.
2. Proficiency in written and spoken Arabic is considered a strong asset.

What you can expect from us.

1. Modern work environment with a level of flexibility.
2. Dynamic and motivated team of colleagues working towards achieving UAE National Objectives.
3. Competitive compensation package, including annual bonus and additional benefits like child educational allowance and annual flight tickets (where eligible).
4. Comprehensive health insurance coverage.