Mekari is Indonesia's no. 1 Software-as-a-Service (SaaS) company. With our ecosystem of software solutions—including Mekari Jurnal, Mekari Klikpajak, Mekari Talenta, Mekari Qontak, and Mekari Flex, we aim to facilitate entrepreneurs and leaders as they accelerate the digital transformation of their businesses. 

In our 10+ years of journey we have reached over 1 Million platform users, and we're not planning to stop any time soon. We need more people like you: builders and owners with calculated ambition who are ready to #ElevateThroughImpact and raise Indonesia's software standard.

Job Description:

As a Product Operations Specialist, you will play a critical role in ensuring smooth operational execution between product, engineering, support, finance and banking partners. You will help maintain service quality, manage recon processes, and support the resolution issues to ensure a seamless customer experience.

1. Operational support for financial services product

• Coordinate with partner banks and payment gateways for transaction tracking, reconciliation, and issue resolutions.
• Maintain runbooks, escalation flows, and SLAs for handling disbursement-related issues.

2. Reconciliation & Issue Resolution

• Manage end-to-end reconciliation processes between product systems and bank statements.
• Investigate and resolve discrepancies (e.g., failed, duplicate, delayed transactions) in collaboration with finance, engineering, and bank partners.
• Support timely incident response and root cause analysis (RCA) documentation for disbursement failures.

3. Process Improvement & Automation

• Identify bottlenecks or manual steps in payroll disbursement and reconciliation workflows; propose automation or tooling solutions.
• Work with product managers and engineers to implement improvements in transaction tracking, reporting, and alerts.

4. Documentation & Communication

• Maintain accurate documentation of disbursement processes, support SOPs, and reconciliation guides.
• Provide operational insights and data to product and business teams for decision-making.
• Act as the key liaison between support, ops, product, and finance during incidents or escalations.

5. Monitoring, Metrics & Reporting

• Set up and manage dashboards for disbursement success rates, failure trends, and reconciliation status.
• Track and report key metrics such as TAT (Turnaround Time), success/failure rate, unresolved discrepancies, and customer impact.

Requirements:

• Minimum 2 years experience in product ops, payment operations, or fintech support roles.
• Experience with financial reconciliation processes, preferably in payroll or expense disbursement.
• Familiarity with banking APIs, payment gateways, or bulk disbursement platforms
• Strong attention to detail and analytical skills
• Excellent problem-solving skills and cross-functional communication.