Key Responsibilities

1. Operational Leadership & Troubleshooting

Direct a team of 5 operations support staff in daily transaction matching, financial reconciliations, merchant refunds, and settlements.

Act as the primary escalation point for complex payment disputes, chargebacks, and gateway outages.

Collaborate closely with technical and engineering teams to troubleshoot, triage, and resolve major systemic issues (e.g., failed deductions, batch processing errors).

2. Process Optimization & Metrics Tracking

Monitor daily and monthly operational metrics to detect abnormalities, investigate root causes, and drive continuous process improvements.

Implement automated solutions and refined workflows to reduce manual errors and scale the operational engine.

Review and approve operational reports, ensuring strict adherence to internal controls.

3. System Upgrades & Change Management

Act as the primary business user lead for upcoming core billing and settlement system upgrades, representing the operations team to IT and Project Managers.

Define business requirements, map "To-be" operational workflows, and coordinate User Acceptance Testing (UAT) to ensure zero disruption during system rollouts.

4. Regulatory Coordination & Process Documentation

Act as the operational subject matter expert, coordinating with external consultants and internal teams to map and document key operating frameworks.

Extract, document, and map our "As-Is" daily workflows, flowcharts, and standard operating procedures (SOPs).

Provide raw operational data and answer process-related questionnaires

Requirements

Experience: Minimum 5 years of operational or audit experience in digital payments, fintech operations, or financial services, with a proven track record of team management or supervisory experience.

Education: Bachelor’s degree in Business, Finance, Operations, Data Analytics, or a related field.

Domain Expertise: Deep knowledge of the end-to-end payment lifecycle, gateway settlements, and financial reconciliation.

Problem Solving: Demonstrated ability to work cross-functionally with technical/engineering teams to resolve system abnormalities and payment flow disruptions.

Process Mapping Skills: Strong ability to document step-by-step operational workflows, create flowcharts, and write clear SOPs.

System Upgrades: Hands-on experience representing business users during system migrations or tech upgrades, including coordinating UAT.

Data Skills: Proven ability to build operational dashboards and track performance metrics. Advanced Excel is required; BI tools (e.g., Tableau, Power BI) are highly advantageous.