Job Description
Roles & Responsibilities
Lead operational excellence initiatives by monitoring team performance, behaviour, and collaboration, addressing challenges, and fostering continuous improvement. Ensure the accuracy, compliance, and quality of corporate payments, refunds, and payouts through systematic review and quality control activities. Analyze operational data to identify bottlenecks, inefficiencies, recurring errors, and recommend corrective actions to enhance process efficiency. Support country expansion and business growth initiatives by preparing operational processes for scale and readiness. Drive initiatives that improve customer experience and conversion rates by optimizing operational processes and supporting upselling/conversion strategies. Identify, implement, and support automation opportunities to increase operational efficiency and reduce manual intervention. Manage relationships with vendors and service providers to ensure smooth operational execution and adherence to SLAs.
Key Accountabilities and Decision Ownership
Execute and monitor corporate payment transactions, refunds, and related operational activities in accordance with established procedures and service standards. Track transaction statuses, identify processing issues, and coordinate with internal teams, merchants, and service providers to ensure timely resolution. Ensure operational activities are completed accurately and in compliance with internal policies, controls, and regulatory requirements. Assist in payment reconciliations and validation activities to ensure data accuracy and timely identification of discrepancies. Coordinate with merchants, payment service providers, and operational partners to support smooth transaction processing and issue resolution. Support the resolution of customer inquiries and operational complaints while maintaining service quality standards. Provide operational insights, identify recurring issues, and contribute to process improvement initiatives that enhance efficiency and service delivery.
Desired Candidate Profile
We care about your well-being from day one, whether you re a candidate or a team member, by actively fostering a culture of psychological safety where you feel respected, heard, and supported. Mental Well-being: We prioritize your mental health through open-door policies, skip-level meetings, and thoughtfully designed workspaces that encourage trust and transparency. Physical Health: Stay active and energized with a gym allowance, healthy office snacks, and monthly consultations with a nutritionist. Social Wellness: Build meaningful connections through team-building activities, engaging town halls, and collaborative workspaces that inspire innovation. Financial Empowerment: Enjoy competitive salaries, pension plans, and exclusive employee discounts on our Circles to support your financial stability. Growth Opportunities: Grow your career through workshops, internal mobility programs, and opportunities for learning and advancement. Join us and be part of a community that supports every aspect of your well-being and growth.
Must Have Technical / Professional Qualifications (Knowledge & Skills Level)
Experience (1 3 years) in payment operations, financial operations, customer operations, or a related field. Good understanding of payment processing, transaction monitoring, and reconciliation activities. Familiarity with operational procedures, service level agreements (SLAs), and quality standards. Ability to investigate operational issues, identify discrepancies, and support resolution activities. Good analytical and problem-solving skills with attention to detail. Experience working with merchants, service providers, or external operational partners is an advantage. Strong communication and coordination skills across multiple stakeholders. Proficiency in Microsoft Excel and operational reporting tools.