Digital Payments Operations Manager

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.
• 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.
• Domain Expertise: Deep knowledge of the end-to-end payment lifecycle, gateway settlements, and financial reconciliation.
• AI Automation: Leverage Generative AI and automation technologies to streamline and redesign workflows, reduce manual effort and human error, enhance decision-making, and strengthen the team's strategic consulting capabilities.