Job Description

About Wego:

We’re on a mission to help people discover the real value of travel inspiring them to explore, giving them more reasons to go, and making it easier to turn those plans into reality.

Founded in 2005, Wego has grown into a leading online travel platform, helping millions of travelers every month plan and book flights, hotels, and trips across the world.

Whether they are travelling for adventure, work, family, or something entirely different, we work tirelessly to make the entire journey as simple and seamless as possible

The Role

As a Payments Operations Specialist, you will report directly to the Payment Operations Lead and support the smooth execution of Wego's daily payment operations in the India market. India's payment landscape is dominated by UPI, alongside cards (Visa, Mastercard, RuPay), net banking, and wallets, and is governed by a fast-evolving RBI and NPCI regulatory regime. You will ensure that refunds, disputes, partner performance, and risk alerts are monitored, reported, and escalated accurately and efficiently, in line with RBI and NPCI requirements. Your work plays a critical role in maintaining payment stability, regulatory compliance, and customer satisfaction in one of the world's most complex and fastest-growing digital payment markets.

Your day-to-day involves:

• Monitor daily alert channels for payment issues across UPI, cards, net banking, and wallets, escalating critical items as needed
• Review and track payment partner performance to ensure service consistency and adherence to RBI-mandated settlement and uptime timelines
• Review dispute and chargeback evidence across UPI, card networks, and net banking, supporting timely, accurate resolution within RBI/NPCI turnaround times
• Maintain internal trackers and update the bi-weekly operational progress report
• Respond to operational inquiries from internal teams and coordinate resolutions with Indian banking and payment partners
• Follow up on escalated issues, including those referred to the RBI Ombudsman or NPCI grievance channels, to ensure timely closure
• Verify and update refund failure cases for inclusion in the weekly report, in line with RBI's T+1 auto-refund requirement for failed transactions
• Collaborate with cross-functional teams (Legal, Compliance, Product) to support process improvements

Responsibilities

• Acting as Wego's on-the-ground representative for payment operations in India, serving as the primary point of contact for local banks, PSPs, and NPCI/RBI-related matters
• Monitoring daily alert channels for system or transaction anomalies across UPI, cards, and net banking, and promptly escalating critical issues to the appropriate teams
• Conducting daily performance reviews across payment partners (PSPs, banks, NPCI-linked rails), ensuring operational consistency and uptime
• Reviewing and verifying dispute evidence daily, including UPI complaints raised via NPCI's UDIR system and card network chargebacks, supporting accurate resolution and minimizing financial risk
• Assisting with KYC/AML due diligence reviews for payment partners and merchants
• Compiling and sharing a bi-weekly operational progress report to summarize key findings, dispute/fraud trends, and performance metrics with stakeholders
• Responding to and managing day-to-day operational questions and inquiries, acting as a support bridge between internal teams and Indian banking/payment partners

Qualifications and Skills

• 2–3 years of experience in payment operations, fintech, banking, or a similar environment, ideally within the India market
• Working knowledge of India's payment landscape: UPI, IMPS, NEFT/RTGS, net banking, cards (Visa/Mastercard/RuPay), and digital wallets
• Familiarity with NPCI's dispute and chargeback processes (UDIR) and applicable turnaround times
• Excellent level in Excel or Google Sheets; ability to manage and analyze reports
• Create and maintain dashboards (e.g., Looker) to track payment performance, disputes, and fraud metrics
• Comfort using AI tools to support operations: uncovering anomalies, speeding up investigations, and surfacing trends across transactions and disputes
• Strong attention to detail and a proactive, problem-solving mindset
• Effective communication skills, both written and verbal
• Ability to handle multiple operational tasks in a fast-paced, regulated environment
• Eagerness to learn and grow within a cross-functional team setting
• A strong sense of ownership and accountability

Preferred but not required:

• Prior experience in the travel industry
• Experience working directly with Indian banks, PSPs, or RBI-regulated payment aggregators
• Basic knowledge of PMLA/AML compliance, DPDP Act data protection requirements, or fraud risk management

What We Offer

Competitive salary and benefits package.

Opportunity to work in a fast-paced and innovative industry.

A collaborative work environment with opportunities for growth and development.

If you are passionate about Payment operations, risk management, and driving results in one of the world's most dynamic and highly regulated payment markets, we encourage you to apply!