Job Description

• Own end-to-end acceptance rates across all active corridors and payment gateways; set and enforce minimum acceptance rate thresholds by corridor.
• Proactively monitor gateway performance dashboards in real time; identify and resolve degradation before it impacts customers.
• Conduct deep-dive analysis on transaction decline reasons — issuer declines, network errors, fraud blocks, and routing failures — and implement targeted fixes.
• Maintain a gateway health scorecard covering uptime, success rate, latency, and dispute ratio for each active integration.
• Manage and optimize payment routing logic to maximize success rates and minimize costs across gateways.

• Lead integration lifecycle from Operations for new payment gateways and local APMs
• Collaborate with the cross functional teams to ensure robust, smooth gateway integrations with appropriate fallback mechanisms.
• Manage integration documentation, API change logs, and versioning to ensure business continuity during gateway upgrades.
• Evaluate and onboard new payment methods (wallets, real-time bank transfers, cash networks) in target markets to improve customer reach and corridor resilience.
• Define and enforce technical SLAs with gateway and APM partners.

• Act as escalation point for all payment-related issues; lead root cause analysis (RCA) and drive timely resolution with internal and external teams.
• Establish and maintain payment operations monitoring framework with defined escalation paths and response SLAs.
• Develop and maintain incident runbooks and standard operating procedures (SOPs) for common gateway failure scenarios.
• Ensure redundancy across pay-in options in all critical corridors to protect business continuity.
• Oversee settlement processes, reconciliation accuracy, and resolution of transaction discrepancies.

• Design and maintain real-time and daily operational dashboards tracking KPIs: acceptance rate, decline rate by reason, gateway uptime, corridor-level performance, and cost per transaction.
• Produce weekly and monthly performance reports for senior leadership with actionable insights and improvement plans.
• Leverage transaction data to identify trends, seasonality impacts, and corridor-specific risks.
• Lead regular gateway and APM performance reviews with internal stakeholders; chair quarterly business reviews (QBRs) with key payment partners.

• Serve as the primary operations relationship owner for all payment gateway and APM partners; manage escalations and SLA adherence.
• Negotiate commercial terms, pricing, and service levels with gateway partners to optimize cost and performance.
• Build and maintain a strategic operational pipeline of alternative gateway and APM partners for each corridor to reduce single-point-of-failure risk and work in collaboration with internal stakeholders.

• Continuously identify and automate manual operational processes to reduce human error and improve scalability.
• Drive implementation of intelligent payment routing, retry logic, and dynamic gateway failover.
• Champion best practices in payments operations across the team; establish structured knowledge management and documentation standards.
• Lead or contribute to strategic projects (e.g., new market launches, major gateway migrations) as directed by leadership.

• Work with the compliance team to manage fraud risk, transaction monitoring, and flagged payment resolution.
• Maintain audit trails for payment transactions, workflow changes, and partner communications.