Sr. Specialist, Payment Operations

Purpose & Overall Relevance for the Organization:

The role will be responsible for managing and optimizing day-to-day eCommerce payment operations across site and app in the EM market. This includes ensuring seamless transaction processing, monitoring payment performance KPIs, and coordinating with internal and external stakeholders (Global IT, Payment Service Providers, Finance, Risk/Fraud teams).

The role will support technical discussions, provide inputs for payment optimization, and ensure smooth execution of all payment-related activities to maximize conversion and minimize revenue leakage.

Key Responsibilities:

Business KPI Definition and Monitoring

• Support definition and tracking of key payment KPIs and SLAs:
  • Payment Authorization Rate
  • Payment Success Rate
  • Payment Failure Rate
  • Cart-to-Payment Conversion
  • Refund TAT (Turnaround Time)
  • Chargeback Rate
• Monitor daily transaction performance and identify anomalies or trends
• Analyze payment funnel drop-offs and recommend optimization opportunities
• Support implementation of best practices for payment performance improvement

Project Testing and Go live Support

• Support payment-related projects, enhancements, and new payment method integrations
• Coordinate with Global IT, Payment Service Providers (PSPs), and internal teams for implementations
• Participate in UAT, DRY runs, and ensure all payment flows (success, failure, refund, COD, wallet, etc.) are thoroughly tested before production release
• Assist in rollout of new features like 1-click checkout, tokenization, local payment methods

Day-to-Day Operations

• Manage daily payment operations including transaction monitoring, issue tracking, and reporting
• Act as first level of escalation for payment-related issues in the local market
• Coordinate with IT and PSPs for incident resolution and ensure timely closure of tickets
• Ensure fallback or workaround mechanisms during payment outages
• Monitor and optimize payment routing, retries, and failover mechanisms
• Ensure reconciliation between payment gateways, banks, and order management systems
• Support refund processing and ensure SLA adherence
• Track and reduce payment failures, pending transactions, and settlement delays

Reconciliation & Financial Operations

• Perform daily/weekly reconciliation between:
  • Payment Gateway vs OMS
  • Bank settlements vs reported transactions
• Identify discrepancies, investigate root causes, and ensure resolution
• Support finance teams during month-end closing and audits
• Monitor settlement cycles and ensure timely payouts

Risk, Compliance & Fraud Coordination

• Coordinate with fraud/risk teams to monitor suspicious transactions
• Support chargeback handling and dispute resolution processes
• Ensure compliance with payment regulations (PCI-DSS, RBI guidelines, etc.)
• Monitor and reduce fraud-related losses

Stakeholder Management

• Become Subject Matter Expert (SME) for payment systems and flows
• Educate internal stakeholders on payment processes, limitations, and optimization strategies
• Provide insights and recommendations to improve checkout experience and conversion
• Collaborate with product, tech, and business teams for continuous improvements

Key Relationships:

• Local Teams: Finance, Customer Service, Risk & Fraud, Supply Chain, Marketing, Platform Operation, Post Order Operation, GBS etc.
• Global Teams: Global IT, Payment/Product Teams
• External Teams: Payment Service Providers (PSPs), Banks, Fraud/Risk vendors

Knowledge, Skills and Abilities:

• Strong analytical mindset with attention to detail
• Understanding of payment ecosystems (cards, UPI, wallets, net banking, BNPL, etc.)
• Familiarity with payment gateways and transaction lifecycle
• Ability to analyse data and identify trends/anomalies
• Good communication skills to manage cross-functional stakeholders
• Problem-solving mindset with ability to handle high-pressure incidents
• Basic understanding of reconciliation and financial processes

Requisite Education and Experience / Minimum Qualifications:

• Bachelor’s degree in business, Finance, Engineering, or related field
• ~2–4 years of experience in eCommerce / Payments / FinTech operations
• Experience working with payment gateways or financial systems preferred
• Experience using analytics and monitoring tools to track payment performance, identify drop-offs in checkout funnels, and monitor platform KPIs,
• Knowledge of analytics tools (e.g., Power BI, Adobe Analytics)
• Advanced Excel skills for reconciliation, payment reporting, and large dataset analysis (pivot tables, lookups, data validation, etc.)
• Familiarity with SQL or data querying is a plus

Nice to Have:

• Experience in high-volume eCommerce environments
• Exposure to payment optimization (routing, retries, tokenization)
• Understanding of regional payment methods (UPI, wallets, etc.)
• Experience working with multiple PSPs