Operations Executive (Campaign Support)/ 6 months/ UP$4K - #1168966

1. Voucher Reimbursement (Tenant Operations)

• Manage end-to-end tenant reimbursement process via Tenant Admin Portal

• Monitor and ensure timely submission of tenant declarations in line with monthly timelines

• Validate tenant declarations against system-generated reports (e.g. reimbursement reports/ redemption logs)

• Identify discrepancies (e.g. missing transactions, incorrect amounts) and:

  • Follow up with tenants for clarification and supporting details

  • Escalate unresolved or complex issues for further investigation

2. Passenger Enquiries

· Manage passenger enquiries received via various channels such as Request-for-Help (RFH), Chatbot, Campaign mailbox

• Perform initial assessment of enquiries to determine appropriate resolution:

  • Respond directly using standard templates for common scenarios (e.g. eligibility, missing information, rejection)

  • Request additional information from passengers where required

• Handle basic service recovery cases where applicable

• Escalate complex or system-related cases to internal team for further investigation

• Maintain proper case tracking and ensure timely follow-up and closure

3. Financial Reconciliation

• Support monthly reconciliation across internal system records, voucher issuance and expiry logs, finance issuance reports

• Verify consistency of voucher values, assign codes, and totals across reports

• Assist in identifying discrepancies for further investigation

• Coordinate internal confirmation and send closure email to Finance with supporting documents

4. Post-Campaign Reporting

· Consolidate campaign data (e.g. voucher redemption, reimbursement and enquiry records) to support post-campaign reporting

• Assist the manager in preparing post-campaign summary reports and presentation materials

• Track key metrics (e.g. redemption rates, reimbursement totals, enquiry volumes and resolution times) for reporting

5. General

• Undertake any other ad-hoc tasks as assigned by the reporting manager

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