Responsibilities
- Lead incident management for payment systems, covering response, root cause analysis, contingency planning, and governance across internal and external platforms.
- Ensure compliance with Central Bank rules, payment network standards, and internal policies across all operational activities.
- Manage dispute resolution, refund processing, chargebacks, MED workflows, fraud mitigation, and sensitive case handling.
- Oversee payment operations for all products, including settlement, reconciliation, fund movements, reversals, and SLA adherence with partners.
- Support critical customer escalations and regulatory communications, ensuring proper handling of sensitive regulatory complaints.
- Define, track, and report on operational KPIs and performance metrics to inform leadership decisions and improve efficiency.
- Collaborate with cross-functional teams including Product, Engineering, Compliance, Risk, Legal, Finance, and Customer Experience to enhance scalability and service quality.
Work Arrangement
Remote (Worldwide)
