Associate - Business Operations

Why This Role Matters

Payments are at the core of the eCommerce experience, and this role plays a critical part in ensuring transactions, refunds, settlements, and reconciliations are processed accurately and efficiently. As a Payments Operations Associate, you will help keep the payments lifecycle running smoothly by monitoring transactions, resolving exceptions, coordinating with internal and external stakeholders, and identifying opportunities to improve operational processes.

What You’ll Own

• Monitor daily payment transactions and payment workflows to ensure accurate and timely processing.
• Track customer refunds and merchant settlements, ensuring discrepancies are identified and resolved promptly.
• Perform transaction-level reconciliation and investigate mismatches, exceptions, and payment failures.
• Act as a point of contact for payment-related issues raised by internal teams, merchants, customers, and payment partners.
• Investigate and resolve issues related to failed transactions, chargebacks, fraud alerts, and other payment exceptions.
• Work closely with Technology and other cross-functional teams to troubleshoot and resolve operational issues.
• Prepare regular reports and track key payment metrics such as transaction success rates, exceptions, refunds, and settlements.
• Analyse payment data to identify trends, recurring issues, operational risks, and opportunities for improvement.
• Identify process gaps and contribute to improving payment operations, reducing errors, and increasing efficiency.
• Help create and maintain SOPs, process documentation, and best practices for payment processing and issue resolution.
• Ensure payment operations are aligned with internal policies, regulatory requirements, and relevant industry standards.
• Support merchants and customers with payment-related queries and ensure timely resolution.

Who You Are

• 1–3 years of experience in payment operations, financial services, fintech, eCommerce operations, or a similar role.
• Bachelor's degree in any relevant discipline.
• Strong analytical and problem-solving skills with exceptional attention to detail.
• Familiarity with payment gateways, transaction processing, payment reconciliation, refunds, settlements, and payment exceptions.
• Proficiency in Excel and comfortable working with data, reports, and operational dashboards.
• Strong communication and interpersonal skills, with the ability to coordinate effectively across multiple teams and external stakeholders.
• Comfortable managing multiple priorities in a fast-paced, high-volume environment.
• Proactive in identifying issues, investigating root causes, and driving them towards resolution.
• Exposure to the eCommerce ecosystem or digital payments is an added advantage.