Job Description

About DP World :

DP WORLD is a global provider of end-to-end supply chain solutions. With a dedicated, diverse, and professional workforce comprising more than 106,500 employees from 158 nationalities across 73 countries and six continents, DP World stands at the forefront of driving trade to new heights.

Our diverse businesses comprise of Ports and Terminals, Marine Services, Logistics, and Technology. By merging our global infrastructure with local expertise, we are forging a seamless and efficient end-to-end supply chain system that is not only robust but also poised for the future.

About DP World Global Service Centre

DP World’s Global Service Centre (GSCs) are key enablers of growth delivering standardization, process excellence and expertise, and automation in areas of Finance, Freight Forwarding, Marine Services, Engineering and Human Resources, helping accelerate DP World’s growth and business transformation. As we experience exponential growth, there has never been a more exciting time to join us. Discover your next role here and change what's possible for everyone! As an equal employer that recognizes and values diversity and an inclusive culture, we empower and up-skill our people with opportunities to perform at their best. Join us and be part of an amazing team that is transforming the future of world trade.

Designation: Sr. Specialist – Freight Forwarding Finance, Client Support- Stablecoin

Base Location: Ghansoli, Navi Mumbai

Reporting to: Assistant Manager/Sr. Manager

Key Role Responsibilities:

• Manage client relationships and ensure a seamless experience in utilizing payment and stablecoin services.

• Provide daily transaction and balance reports to clients and partners.

• Address client inquiries and resolve payment-related issues promptly and professionally.

• Act as an escalation point for complex client support issues and coordinate resolution with the relevant stakeholders.

• Maintain high service standards and ensure continuity of support across clients and partners.

• Proactively identify fiat currency, remittance, and payment opportunities.

• Identify new growth opportunities within the existing client portfolio.

• Manage payment service providers to maximize revenue opportunities.

• Seek assistance from Sales teams when strategic opportunities are identified.

• Perform accurate administration of value-transfer service clients.

• Maintain accurate records of client transactions, interactions, and issues within CRM or record-management systems.

• Ensure accuracy and completeness of operational activities and client-related documentation.

• Support day-to-day transaction processing and operational controls.

• Collaborate with Compliance teams to ensure all client support activities adhere to applicable regulations and industry standards.

• Maintain compliance with audit, governance, and risk-management requirements.

• Perform root-cause analysis and support resolution of operational issues and client escalations.

• Collaborate with Sales, Legal, Compliance, Operations, and Technical teams to ensure continuity of service.

• Support cross-functional initiatives and maintain effective stakeholder communication during operational and project-related activities.

• Build strong working relationships with internal and external stakeholders.

• Develop and maintain dashboards, KPIs, SLA metrics, governance reports, and client-support performance reports.

• Prepare regular management reports on transaction volumes, service levels, and operational performance.

• Monitor service metrics and recommend corrective actions where required.

• Drive automation initiatives using Power Automate, VBA, workflow tools, and other digital solutions.

• Support process optimization, standardization, and efficiency improvement initiatives across the Client Support function.

• Support ERP transformation activities, system testing, and process Mentor and guide junior team members on process standards, issue resolution, and best practices.

• Support knowledge-sharing and continuous capability development within the team.

Skills & Competencies:

• Strong problem-solving abilities and attention to detail

• Excellent customer-centric approach.

• Hands-on experience with automation and workflow solutions such as Power Automate, VBA, or similar technologies.

• Strong analytical mindset with expertise in root-cause analysis, process controls, and risk mitigation.

• Experience in dashboarding, KPI reporting, and business intelligence tools such as Power BI / OTBI.

• Proficiency in Microsoft Excel and other MS Office applications.

• Knowledge of payment industry regulations and compliance requirements.

• Experience working with CRM platforms and client management tools.

• Strong attention to detail in handling financial transactions and client records

• Strong stakeholder management and leadership skills across business and IT functions.

• Ability to lead projects, manage escalations, and drive process improvements independently.

• Excellent communication, presentation, and mentoring capabilities.

• Ability to work effectively in a fast-paced shared services and global operations environment.

• Strong understanding of audit, compliance, and governance requirements.

• Job requires working in rotational shifts / weekly offs as per business requirement.

Education & Qualifications:

• Bachelor’s degree in business, finance, or a related field; Master’s degree preferred.

• Proven experience in a client support or customer service role in the payments industry

• In-depth knowledge of payment processing, payment gateways, and related technologies

• Familiar with foreign exchange and foreign exchange quoting.

• 5–6 years of experience in Client Support functions in the payment or financial services industry

• Ability to work night shift

• Ability to communicate in Chinese including Mandarin is preferable.

• Strong experience in CRP or similar ERP systems.

• Experience managing cross-functional data initiatives and governance programs.

• Exposure to automation, reporting, and ERP transformation projects preferred.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.