Payment Operations Supervisor

About the Role
We are seeking an experienced Payment Operations Supervisor to oversee daily payment operations across international markets, particularly India and Pakistan. The successful candidate will be responsible for managing the operations team, ensuring smooth pay-in and payout processing, monitoring channel performance and fund exposure, resolving complex transaction issues, improving operational procedures, and coordinating with internal departments and upstream payment providers. This position requires strong operational execution, team leadership, financial risk awareness, and problem-solving capabilities.

Key Responsibilities
1. Operations Team Management

• Manage daily team assignments, shift schedules, training, handovers, and performance assessments.
• Define individual responsibilities, processing deadlines, and reporting requirements.
• Monitor task execution and ensure operational procedures are consistently followed.
• Improve team efficiency, accountability, and problem-solving capabilities.

2. Pay-in, Payout, and Transaction Exception Management

• Oversee daily pay-in and payout operations, ensuring transaction accuracy and processing efficiency.
• Lead the investigation and resolution of complex transaction issues, including stuck transactions, delayed callbacks, settlement or crediting discrepancies, duplicate payouts, and inconsistent transaction statuses.
• Coordinate with relevant teams to identify root causes and ensure timely resolution.
• Monitor unresolved transactions and ensure proper follow-up and escalation.

3. Fund, Channel Balance, and Credit Limit Management

• Supervise the timely updating and monitoring of available payment channel limits, channel balances, merchant credit utilization, outstanding receivables, and pending settlement funds.
• Establish monitoring, early-warning, and follow-up mechanisms for financial exposure.
• Identify and escalate insufficient balances, exceeded credit limits, overdue receivables, and delayed fund transfers.
• Ensure all corrective actions comply with established approval procedures and authorization limits.

4. Payment Channel Performance Management

• Continuously monitor payment channel success rates, callback response times, payout processing efficiency, and transaction processing capacity.
• Analyze operational abnormalities and their impact on business performance.
• Coordinate with upstream payment providers and technical teams to improve channel stability and processing efficiency.
• Recommend payment channel adjustments based on operational performance and business requirements.

5. Reconciliation, Settlement, and Balance Clearance

• Coordinate with the Finance Department to reconcile transaction records, payment channel statements, and fund movements.
• Investigate and follow up on reconciliation discrepancies, unsettled transactions, and outstanding channel balances.
• Assign clear responsibilities and resolution deadlines for outstanding issues.
• Ensure accurate records, transparent progress tracking, and proper documentation.

6. Standard Operating Procedures and Risk Control

• Develop, implement, and enforce operational procedures covering payout verification, transaction corrections, transaction resubmission, independent review, access permissions, and shift handovers.
• Establish preventive controls against duplicate payouts, incorrect payments, missed payments, and unauthorized operations.
• Conduct regular checks to ensure compliance with operational procedures.
• Identify control weaknesses and drive corrective improvements.

7. Cross-Department Coordination and Issue Resolution

• Work closely with Business Development, Customer Service, Finance, Technology, and upstream payment providers.
• Coordinate the resolution of transaction issues and merchant-related concerns.
• Assign issue owners, define action plans, and establish clear response timelines.
• Escalate unresolved or high-risk issues affecting funds or business operations.
• Ensure continuous follow-up until issues are resolved.

8. Operational Reporting, Incident Review, and Continuous Improvement

• Review daily and weekly operational reports.
• Consolidate transaction performance, payment channel status, available balances, credit utilization, outstanding receivables, and transaction exceptions.
• Lead incident reviews for financial discrepancies, major transaction failures, and operational control breaches.
• Identify root causes, assign corrective responsibilities, and set improvement deadlines.
• Track the implementation and effectiveness of corrective actions to prevent recurring issues.

Job Requirements

1. Minimum 3 years of relevant experience in payment operations, including at least 1 year of team management or operations shift leadership experience.
2. Strong understanding of pay-in and payout processing, with hands-on experience in transaction management, payment channel coordination, reconciliation, settlement, and fund monitoring.
3. Previous experience in India, Pakistan, or other international payment markets is highly preferred.
4. Proven ability to manage operational teams, establish work standards, supervise execution, and improve team performance.
5. Strong cross-functional coordination skills and the ability to independently handle complex payment operation issues.
6. Excellent financial awareness, attention to detail, and risk management capabilities, with the ability to identify and escalate operational abnormalities promptly.
7. Good Mandarin Chinese communication skills, with sufficient English proficiency for daily business communication.
8. Proficiency in Microsoft Excel and operational reporting tools, with the ability to analyze data, identify issues, and track improvement results.
9. Strong sense of responsibility, attention to detail, proactive communication, and the ability to maintain sound judgment and procedural discipline under pressure.

Key Performance Evaluation Areas
1. Team Execution and Management

• Effective task allocation and shift handovers.
• Timely completion of daily reports and priority assignments.
• Consistent implementation of operational standards.

2. Transaction Exception Management

• Timely response to operational abnormalities.
• Clear issue tracking and effective coordination.
• Reduction of unresolved transaction backlogs.

3. Fund and Financial Exposure Management

• Accurate monitoring of channel limits, balances, merchant credit utilization, and outstanding receivables.
• Timely identification and escalation of financial risks.

4. Operational Accuracy and Compliance

• Strict adherence to verification and independent review procedures.
• Prevention and reduction of human errors, including duplicate or incorrect payouts.

5. Incident Resolution and Continuous Improvement

• Proper investigation and documentation of major incidents.
• Effective implementation of corrective actions.
• Reduction of recurring operational issues.

Compensation and Benefits
Salary: Negotiable
The compensation package will be determined based on the candidate's payment industry experience, leadership capabilities, operational expertise, and overall job suitability.