Executive (Partners Operations & Services)

Job Description - Executive, Loyalty Operations

Role Purpose

We are seeking a detail-oriented and operationally strong professional to manage end-to-end loyalty operations, member/merchant support, campaign execution, reconciliation, and billing processes. The role will ensure smooth BAU operations, system integrity, partner support, and process governance across loyalty ecosystems.

Key Responsibilities

Loyalty Operations & Campaign Management

● Manage end-to-end campaign setup, configuration, testing, and deployment within Loyalty Management Systems (UAT/Production).

● Execute maker-checker controls for campaign and merchant setup.

● Perform UAT/production validation, bug testing, requirement assessment, and process enhancement testing.

● Monitor campaign performance, points/loyalty crediting, ETL batch processes, and operational exceptions.

Member & Merchant Support

● Handle L2 operational support and escalations via ticketing platforms (e.g., Zendesk).

● Manage member servicing requests including card replacement, profile updates, and operational issue resolution.

● Support merchant operations including settlement validation, fee redemption processes, and service recovery.

● Coordinate issue resolution with internal and external stakeholders for escalations.

Billing, Reconciliation & Financial Operations

● Execute month-end billing reconciliation for internal and external merchant partners.

● Reconcile operational, financial, and system-generated files across source systems (e.g., SAP, CSV/PDF reports).

● Support invoice generation, pricing updates, purchase order coordination, and merchant financial setup.

● Ensure accurate participation fee billing and financial governance controls.

Process Governance & Continuous Improvement

Maintain operational SOPs, control processes, and service delivery standards.

Identify automation and process improvement opportunities to improve operational efficiency and reduce manual dependency.

Support audit readiness, compliance adherence, and operational reporting.

Skills & Experience

Requirements

Skills & Experience

• 3+ years of experience in loyalty operations, business operations, financial operations, shared services, or customer operations.
• Experience with ticketing/workflow tools (e.g., Zendesk), ERP systems (SAP), reconciliation processes, and campaign operations.
• Strong analytical, stakeholder management, and problem-solving skills.
• Experience in UAT, operational controls, incident management, and process improvement.
• High attention to detail with a strong ownership mindset.

Preferred

Experience in loyalty, rewards, payments, retail operations, or customer engagement ecosystems.

Exposure to ETL batch monitoring and operational system workflows.