Customer Operations Specialist

Title: Customer Request Coordination & Service Execution

IDEMIA Secure Transactions (IST), a division of IDEMIA Group, is a global leader in payment solutions. We empower banks, fintechs, and issuers with an industry leading blend of security, innovation, and seamless user experiences across both physical and digital channels.

We are looking for a detail-oriented professional to coordinate customer requests and ensure accurate and timely execution through the Service Center. This role acts as the main liaison between Customer Request teams and operational units, supporting service delivery, inventory management, and SLA compliance.

• Act as the primary point of contact between Customer Request Execution (CRE) and the Service Center
• Coordinate and follow up on customer requests to ensure timely and accurate execution
• Manage inventory transactions, including creation of new card and paper items in the system
• Track and monitor daily, weekly, and monthly SLAs related to Service Center activities
• Support exception handling, including date change management and manual overrides (CAMs) for urgent requests
• Generate and distribute manual BAU reports to clients (non-Compass reports)
• Validate test Work Orders (WOs) and ensure correct execution prior to implementation
• Ensure adherence to operational processes and service compliance standards

• Graduate or equivalent academic experience.
• Strong knowledge of service center operations and customer request handling.
• Experience in inventory management, production coordination, and SLA monitoring.
• Ability to communicate effectively with internal teams and customers to drive request implementation.
• Strong problem-solving skills and attention to detail in handling customer-driven changes.
• Ability to manage multiple tasks and prioritize customer-impacting requests.
• Experience on JIRA, Salesforce D365 or similar tools