1. Daily Team Supervision & Service Delivery Manage daily work allocation, schedules and coverage for CSR team; ensure service levels and response targets are met. Ensure consistent application of SOPs, scripts, customer data privacy requirements and escalation procedures. Monitor workloads and backlog; adjust resource allocation and prioritize critical cases. 2. Quality Assurance, Coaching & Performance Management Conduct quality checks (case reviews, communications review) and provide coaching and feedback to improve performance. Support onboarding and training; reinforce expected behaviours and service standards. Manage performance issues with fairness and documentation; recommend recognition and development actions. 3. Escalation Handling & Cross-Functional Coordination Own escalated customer cases and coordinate with Backend Support, Technology and Risk & 20% Document Version: 1.0 | Document Owner: Operations Compliance to drive resolution. Support incident handling and communications for customer-impacting events. Ensure evidence is captured properly to support investigations and audits. 4. Reporting, KPI Tracking & Continuous Improvement Track KPIs (SLA, backlog, quality scores, CSAT, repeat contacts) and prepare regular performance reporting for management. Identify recurring issues and propose process improvements to reduce operational friction and customer complaints. Maintain knowledge base discipline and ensure updates are communicated to the team. 5. Governance & Control Discipline Ensure team maintains documentation discipline and follows approval/control requirements for sensitive processes. Promote integrity, confidentiality and compliance with internal policies.
1. Call Center Operations Supervision & Coverage Manage daily staffing schedules, adherence, queue monitoring and workload allocation to meet SLAs. Ensure agents follow call scripts, SOPs, privacy requirements and escalation protocols. Coordinate daily briefings and operational updates; manage backlog and prioritize critical issues. 2. Quality Assurance, Coaching & Performance Management Conduct call monitoring and QA reviews; provide coaching and corrective guidance to improve quality and accuracy. Support onboarding and continuous training; identify capability gaps and drive improvement plans. Manage performance issues and discipline fairly with proper documentation. 3. Escalation Handling & Incident Support Handle escalated calls/cases and coordinate resolution with Backend Support, Technology and Risk & Compliance. Support incident response communications and ensure customer messaging is consistent and approved. Ensure evidence capture for major issues, disputes and investigations. 4. KPI Reporting & Continuous Improvement Track and report KPIs (SLA, AHT, adherence, CSAT, QA, backlog) and highlight trends and risks to management. Identify recurring call drivers and propose process/system improvements with relevant teams. Maintain and update call center knowledge base, scripts and escalation guides. 5. Governance & Control Discipline Ensure documentation discipline and compliance with internal controls and data privacy requirements. Promote integrity, confidentiality and professional conduct across the team.
1. Requirements Gathering & Analysis • Gather, analyse, and document business and system requirements from relevant stakeholders across departments. • Clarify business pain points, objectives, dependencies, and expected outcomes for proposed digital solutions or enhancements. • Ensure requirements are complete, practical, and aligned with operational and business priorities. 2. Functional Specifications & Business Translation • Translate business needs into clear functional requirements and structured specifications for technical teams and vendors. • Break down requirements into manageable features, acceptance criteria, and implementation-ready inputs. • Support alignment between business expectations and technical feasibility. 3. Process Mapping & User Stories • Create user stories, workflows, and process diagrams including AS-IS and TO-BE states to support solution design and improvement. • Identify process gaps, inefficiencies, and control points across workflows. • Recommend structured improvements to business processes or system logic. 4. Cross-Functional Collaboration & Delivery Support • Collaborate with UI/UX designers to ensure user-centric, practical, and intuitive solution design. • Work with developers and vendors to clarify requirements during implementation and resolve ambiguity promptly. • Support project coordination, dependency tracking, and delivery follow-up to help ensure timely rollout of features. 5. Testing, Validation & Change Control • Participate in system testing and user acceptance testing (UAT) to ensure delivered solutions meet agreed business requirements. • Document test scenarios, expected outcomes, defects, and business sign-off points. • Support change tracking and maintain proper documentation for all requirements, revisions, and approvals. 6. Documentation, Reporting & Continuous Improvement • Maintain organized documentation for requirements, meeting notes, process diagrams, changes, and release-related records. • Provide status updates and analysis support for management or project reviews as assigned. • Continuously identify opportunities to improve requirement quality, business processes, and solution delivery discipline. • Other tasks as assigned and agree by Line Manager.
1. Call Handling & Customer Support Delivery Handle inbound/outbound calls professionally and resolve customer inquiries within required standards. Provide clear guidance on platform usage, account support and common issue troubleshooting within approved procedures. Maintain polite, calm and customer-focused communication at all times. 2. Ticketing, Documentation & Follow-up Create and update tickets/cases accurately with clear notes, categorization and relevant evidence. Follow up on pending cases and provide timely customer updates per SOP and supervisor guidance. Maintain disciplined records for audit and performance management. 3. Compliance, Controls & Escalation Discipline Follow approved scripts, privacy requirements, verification steps and escalation thresholds. Escalate suspicious activity indicators, policy exceptions or system issues promptly to supervisors. Support investigations by capturing call details, timestamps and evidence when required. 4. Quality, Productivity & Adherence Meet performance targets (SLA, AHT, adherence, QA scores) and participate in coaching sessions. Apply feedback from quality reviews to improve communication and accuracy. Support continuous improvement by sharing common issues and proposing enhancements.
1. Blockchain Domain Leadership & Roadmap • Lead blockchain-related planning and priorities aligned with company objectives, product needs, and future platform evolution. • Act as the subject matter lead for blockchain-related initiatives, advising management on practical adoption paths and operating implications. • Define phased readiness milestones and dependencies required to move from the current points based model toward blockchain-enabled capabilities. 2. Blockchain Solution Design & Technical Coordination • Work with engineering teams, vendors, and solution partners on blockchain-related design requirements and integration planning. • Translate business requirements into workable technical and operational process designs, including future transaction flows and control points. • Advise on architecture considerations such as wallet structure, on-chain/off-chain logic, asset movement controls, and service dependencies. 3. Vendor / Partner Evaluation & Management • Evaluate blockchain networks, custody providers, wallet infrastructure partners, and related vendors for scalability, security, cost, and implementation practicality. • Support due diligence, technical assessment, and ongoing coordination with shortlisted providers or implementation partners. 4. Operational Readiness, Controls & Governance • Define SOPs, reconciliation requirements, control points, support procedures, and incident handling expectations required before any blockchain go-live. • Work with Operations, Finance, and Risk & Compliance to ensure future blockchain-enabled processes are controlled, documented, and operationally ready. 5. Incident, Risk & Security Coordination • Identify operational and technical risks related to blockchain adoption and coordinate preventive controls with Information Security, Risk & Compliance, and relevant teams. • Support incident response planning for blockchain-enabled services, including escalation paths, monitoring expectations, and post-incident review discipline. 6. Stakeholder Management, Reporting & Continuous Improvement • Communicate progress, issues, dependencies, and recommendations clearly to management and cross-functional stakeholders. • Maintain structured documentation, planning papers, decision logs, and implementation tracking materials. • Drive continuous improvement and lessons learned as the company matures its blockchain capabilities. 7. Blockchain Integration Strategy & Implementation • Lead the planning, design, and phased implementation of blockchain integration into the platform, aligned with business and product objectives. • Define integration architecture in collaboration with Engineering, including wallet infrastructure, on-chain/off-chain design, and custody model selection. • Evaluate and recommend blockchain networks, custody providers, and infrastructure vendors based on scalability, security, and cost. • Translate business requirements into operational and technical workflows for blockchain-enabled features such as deposits, withdrawals, and token usage. • Coordinate end-to-end implementation, including testing, UAT, rollout, and post-launch monitoring. • Establish operational readiness before go-live, including SOPs, controls, reconciliation processes, and incident handling frameworks.
1. Partner Prospecting & Pipeline Development • Identify and qualify potential B2B partners aligned with TA Coin’s strategy. • Conduct outreach, schedule meetings, and maintain CRM/pipeline tracking with disciplined follow-up. • Prepare opportunity summaries and recommendations for manager review. 2. Proposal, Pitch & Commercial Support • Prepare proposals, pitch decks, and briefing materials in coordination with Product/BD Manager. • Document requirements and meeting notes; maintain action trackers and follow-ups. • Coordinate internal approvals and documentation required for partner engagement. 3. Partner Onboarding & Execution Coordination • Coordinate onboarding steps: documentation, process alignment, operational readiness and cross-functional handoffs. • Work with Risk & Compliance and Legal to complete required documents and controls. 4. Partner Relationship Management & Reporting • Maintain partner communications, meeting cadence, and issue tracking for assigned partners. • Support performance reporting for partner activity and engagement metrics. • Capture partner feedback and coordinate improvements with internal teams. 5. Market Intelligence & Continuous Improvement • Support market research, competitor tracking, and benchmarking for B2B opportunities. • Improve BD templates, onboarding checklists, and execution playbooks.
1. Production Monitoring & Service Stability Monitor platform availability, performance, and key service indicators; identify anomalies and trigger investigation. Maintain daily operational checks for application health, integrations, and scheduled jobs (as applicable). Support service readiness activities such as runbooks, monitoring thresholds, and alert triage. 2. Incident Management & Troubleshooting (L2) Provide Level-2 troubleshooting for customer-impacting incidents and complex issues escalated from Operations/Customer Service. Collect evidence (logs, screenshots, timestamps, request IDs) and perform structured root cause analysis with vendors/technical stakeholders. Coordinate incident communications and updates with internal stakeholders until closure, ensuring clear documentation. 3. Problem Management & Defect Resolution Track recurring issues and collaborate with vendors to prioritize defect fixes and prevent recurrence. Maintain problem records, root cause summaries, and corrective/preventive action tracking. Contribute to continuous improvement by proposing operational or configuration enhancements. 4. Release Support & Change Governance Support release readiness checks, deployment coordination, and post-release monitoring/validation. Ensure changes follow approved processes (change request, rollback plans, evidence capture, approvals). Maintain release notes and update operational documentation after changes. 5. Support Operations & Knowledge Management Maintain a knowledge base of known issues, FAQs, workarounds, and escalation paths for internal teams. Support ticketing discipline: accurate categorization, prioritization, SLAs, and closure documentation. Train or brief frontline teams on common platform issues and basic troubleshooting steps. 6. Vendor Coordination & Service Management Support Coordinate vendor support tickets and follow-up to ensure timely resolution aligned with service expectations. Support SLA tracking and operational reporting as assigned by the Platform Operations Lead. Support documentation and knowledge transfer to strengthen internal operational capability over time.
1. Blockchain Transaction Operations & Monitoring • Support end-to-end transaction operations (deposit/withdrawal, transfers, on-chain confirmations) and monitor transaction status and exceptions. • Perform operational checks to ensure transactions follow approved workflows, limits, and control points (maker-checker, approvals, evidence). • Investigate and escalate abnormal transaction patterns, stuck transactions, and network-related issues in coordination with Technology and vendors. 2. Custody / Wallet Operations & Control Discipline • Support custody operations including wallet address management, operational wallet activities, and workflow controls (as applicable). • Coordinate with Information Security and Platform Operations on access controls, privileged access reviews, and secure operational practices. • Maintain strong evidence discipline for custody operations (logs, approvals, change records) to support audit and compliance reviews. 3. Reconciliation, Reporting & Exception Management • Perform reconciliations between on-chain records, platform ledgers, custody provider reports, and internal operational records. • Identify root causes of variances and drive timely resolution with Technology, Finance, and vendors; document findings and actions. • Prepare daily/weekly operational reports on transaction volumes, exceptions, turnaround times, and reconciliation status. 4. Incident Response & Operational Risk Handling • Support incident triage for custody and blockchain operations issues, including service interruptions, suspicious activity signals, and user-impacting events. • Document incidents thoroughly (timeline, evidence, impact, resolution) and support post-incident reviews and corrective action tracking. • Contribute to operational risk registers and control improvement initiatives with Risk & Compliance and Information Security. 5. SOPs, Process Improvement & Quality Assurance • Develop, maintain, and improve SOPs, checklists, and operational runbooks for custody and blockchain operations. • Support quality assurance checks to ensure operational steps are completed consistently and accurately; propose process improvements. • Participate in operational testing/drills (backup procedures, recovery steps, escalation paths) as assigned. 6. Vendor Coordination & Knowledge Transfer Support • Coordinate operational topics with custody vendors, blockchain infrastructure providers, and platform vendors (tickets, investigations, root-cause discussions). • Track vendor deliverables relevant to operations (incident fixes, reporting improvements, documentation updates). • Support documentation and knowledge transfer to strengthen internal operational capability over time.
1. Platform Functional Ownership & Issue Diagnosis Maintain deep understanding of platform workflows, user journeys, transaction states, error scenarios, and system dependencies. Triage customer-reported platform issues and identify root cause category (user behavior, process gap, system defect, configuration, vendor/API issue, compliance/risk block). Reproduce issues where possible and compile evidence (screenshots, steps to reproduce, timestamps, affected user segments) to support resolution. Act as the operational subject-matter expert on how the platform behaves in real customer scenarios. 2. Incident Management, Escalation & Resolution Coordination Own operational incident triage for app and web issues impacting customers; classify severity and coordinate response. Coordinate incident response with Technology and vendors using clear problem statements and complete evidence; track until closure. Define interim workarounds and operational controls (where permitted) to minimize customer impact during outages or degraded service. Support customer communication readiness (key messages, expected timelines, and update cadence) in partnership with Customer Experience leadership. 3. Customer Service & Contact Center Enablement Work closely with Customer Service and Contact Center teams to resolve escalated cases related to platform behavior, transactions, and customer journeys. Develop and maintain troubleshooting guides, escalation rules, and issue playbooks for frontline teams (Tier 1 → Tier 2). Deliver training/refreshers on new features, known issues, and standard workarounds; ensure consistent handling across teams. 4. Vendor & Technology Interface (Operations Side) Translate operational and customer impact into actionable technical requests and acceptance criteria for Technology/Vendors. Track vendor fixes and releases from an operations readiness perspective; support UAT coordination and post-release validation. Maintain structured defect logs and ensure root-cause follow-ups are completed, including prevention actions and knowledge transfer. 5. Reporting, Knowledge Management & Continuous Improvement Analyze recurring issues, incident trends, and customer pain points; propose process improvements and platform enhancements to reduce repeat contacts. Maintain platform operations documentation, knowledge base, and service dashboards; ensure version control and accessibility for relevant teams. Support management reporting on stability, incidents, backlog themes, and operational risks, including recommended actions.