Senior Partner Service Specialist

We are seeking a detail-oriented and proactive Partner Service Specialist to manage partner onboarding, partner integration, and day-to-day loyalty operation. The person in charge needs to understand business strategies and partner requirements, translate them into executable rules, perform system configuration and ensure correct implementation. This role will collaborate with various external and internal stakeholders, including partners, system vendors, and internal departments such as BD, Marketing/Growth, Product, Technology, Data, and Finance.
I. Key Responsibilitiesa. Partner Integration
• Understand partner models and consult appropriate integration methods.
• Design data mapping for integration and configure system settings.
• Guide partners through integration processes and requirements.
• Conduct testing, validation, and troubleshooting during integration.
• Monitor partner transactions post go-live.
b. Partner Onboarding• Collect required information, setup accounts and configure rules in the system.
• Conduct training sessions for partners on system usage and processes.
• Support contract review.
c. Operations Monitoring• Monitor daily transactions of existing partners.
• Proactively detect, investigate, and resolve issues in a timely manner.
• Propose preventive measures or mitigation plans to reduce future impact.
• Process partner data and perform point accrual, adjustment, or reconciliation when required.
d. Campaign & Product Operations• Set up and execute campaigns based on partner or program requirements.
• Support integration and operations of products, services, and features within the loyalty program.
e. Partner Support• Provide timely support to partners and resolve operation-related inquires or issues from partners.
• Coordinate with partners to resolve escalations from customers or internal stakeholders.
f. System Knowledge & Vendor Management• Maintain a strong understanding of the loyalty system and related workflows.
• Participate in loyalty system testing and upgrades.
• Work closely with system vendors to resolve issues, request enhancements,
propose new features, identify solutions for business, partners and customers.
g. Process Optimization & Compliance
• Identify opportunities and implement process improvements to enhance efficiency and partner/customer experience.
• Ensure compliance with legal, financial, security, and risk control requirements.