Operations Manager

Roles & Responsibilities

Manage and oversee daily operational activities across all functions—including account creation, refunds, reconciliation, merchant support, terminal servicing, payout management, commission processing, and payment enablement—while leading and supervising a team, assigning tasks, coaching team members, monitoring performance, and ensuring timely, accurate, and compliant execution.

Oversee the end-to-end merchant account lifecycle, including new account creation (eCommerce, retail, resellers), profile updates, account terminations, payment method enablement, and e-Wallet MID applications, ensuring proper documentation and reporting to payment providers.

Manage the refund and reconciliation process, including both manual and API-triggered refund requests, reconciliation against bank settlement reports, handling exceptions, and resolving refund-related or settlement inquiries from merchants, customers, and finance.

Coordinate credit card terminal operations—including installation, configuration, upgrades, onsite servicing, troubleshooting, and vendor coordination for replacements and retrievals—and handle merchant transaction escalations (e.g., voids, refunds, financial provider inquiries, customer complaints), ensuring accurate and timely resolution.

Monitor and manage merchant communications—including maintenance announcements, payout notifications, settlement reports, and payment reminders—and oversee collections, ensuring issuance of accurate documents, timely updates, and resolution of outstanding or rejected payments.

Manage commission reporting and payout processes, including monthly preparation of eCommerce and retail reseller commission summaries, coordination with Finance for disbursement, and notification to resellers.

Drive cross-functional collaboration with internal teams (Finance, Risk, Legal, Compliance, IT, Sales) to address operational issues, align on business objectives, and maintain compliance.

Lead operational process improvement and automation initiatives to drive service quality and scalability, while tracking team KPIs, addressing performance gaps, and supporting continuous team development.

Serve as the escalation point for complex operational matters, ensuring timely, compliant, and merchant-focused resolution.



Requirements

Bachelor’s degree in Business Administration, Operations Management, Finance, Information Systems, or related field.

Minimum 7 years of experience in operations within payment services, fintech, e-commerce, or financial institutions.

Proven experience managing cross-functional teams, with strong people leadership, coaching, and resource planning skills.

Deep understanding of end-to-end payment processing workflows (refunds, settlements, reconciliation, terminal operations, merchant onboarding), with ability to interpret financial provider settlement reports and handle exceptions.

Experience with ticketing systems, CRM platforms, and API-based payment systems, with the ability to develop and enforce SOPs, quality standards, and team KPIs.

We are an Equal Opportunity Employer. Our recruitment philosophy is to recruit people with whom we can build a strong, mutually beneficial and lasting relationship. We welcome applicants from all backgrounds and identities, irrespective of race, religion, ethnicity, gender or disability.