Job description
The Manager / Assistant Manager – Operations will be responsible for overseeing day-to-day merchant acquiring operations, transaction processing, settlement coordination, and operational support activities. The role ensures smooth operational continuity, service efficiency, compliance with regulatory and internal standards, and effective coordination between cross-functional teams.
This position also plays a key role in managing operational escalations, improving processes, and ensuring timely resolution of merchant-related issues within defined service levels. Manage daily operational activities related to merchant acquiring and payment operations. Supervise end-to-end operational workflows including settlements, reconciliations, merchant support, and transaction monitoring.
Coordinate with internal departments including Technology, Finance, Risk, Compliance, and Customer Support to ensure smooth operations. Ensure timely resolution of operational escalations and merchant issues. Monitor transaction trends, operational KPIs, and service performance metrics. Assist in the implementation and monitoring of operational SOPs, policies, and controls.
Coordinate with acquiring banks, payment switches, and external service providers for operational requirements. Support onboarding and operational enablement of new merchants and business partners. Prepare operational MIS reports, dashboards, and management summaries for leadership review. Ensure compliance with internal policies, payment scheme regulations (Visa, Mastercard, PayPak, UPI), and operational standards.
Identify process improvement opportunities and contribute to operational automation initiatives. Support UAT coordination and operational validation for system releases, enhancements, and new product rollouts. Ensure operational continuity and participate in incident management and resolution processes. Key Performance Indicators (KPIs) Timely initiation and closure of disputes received from acquirer/processor within defined TAT.
Maximum dispute resolution achieved in favor of TECHBEY MERCHANTS. Timely issuance of deduction letters to Sales Ops teams and merchants. Efficient operational uptime with minimal service disruptions. Accuracy and timeliness of MIS reporting and operational dashboards. Effective coordination across internal and external stakeholders.
Requirements
Bachelor’s degree in Business, Finance, IT, or a related field. 3–5 years of experience in banking, fintech, payment operations, or merchant acquiring operations. Strong understanding of card payment systems, settlement cycles, and merchant operations. Excellent communication, coordination, and stakeholder management skills.
Strong analytical and reporting capabilities. Experience with POS systems, payment gateways, or acquiring platforms will be preferred.
Preferred Skills
Knowledge of Visa and Mastercard operational frameworks. Understanding of dispute resolution and reconciliation workflows. Advanced Excel and MIS reporting expertise. Strong process improvement and team coordination abilities.
Benefits
Health Insurance Life Insurance Career Growth Opportunities Professional Learning & Development Collaborative Work Environment Bi Annual Bonus