Purpose & Overall Relevance for the Organization:

The role will be responsible for managing and optimizing day-to-day eCommerce payment operations across site and app in the EM market. This includes ensuring seamless transaction processing, monitoring payment performance KPIs, and coordinating with internal and external stakeholders (Global IT, Payment Service Providers, Global/Local Finance, Risk/Fraud teams).

The role will support technical discussions, provide inputs for payment optimization, and ensure smooth execution of all payment-related activities to maximize conversion and minimize revenue leakage.

Business KPI Definition and Monitoring

Support definition and tracking of key payment KPIs and SLAs:

Payment Authorization Rate

Payment Success Rate

Payment Failure Rate

Cart-to-Payment Conversion

Refund TAT (Turnaround Time)

Chargeback Rate

Monitor daily transaction performance and identify anomalies or trends

Analyse payment funnel drop-offs and recommend optimization opportunities

Support implementation of best practices for payment performance improvement

Project Testing and Go-Live Support

Support payment-related projects, enhancements, and new payment method integrations

Coordinate with Global IT, Payment Service Providers (PSPs), and internal teams for implementations

Participate in UAT, DRY runs, and ensure all payment flows (success, failure, refund, COD, wallet, etc.) are thoroughly tested before production release

Assist in rollout of new features like 1-click checkout, tokenization, local payment methods, EMI, BNPL, Gift Card, Wallets etc.

Day-to-Day Operations

Manage daily payment operations including transaction monitoring, issue tracking, and reporting

Act as first level of escalation for payment-related issues in EM markets.

Coordinate with IT and PSPs for incident resolution and ensure timely closure of tickets

Ensure fallback or workaround mechanisms during payment outages

Monitor and optimize payment routing, retries, and failover mechanisms

Ensure reconciliation between payment gateways, banks, and order management systems

Support refund processing and ensure SLA adherence

Track and reduce payment related failures, pending transactions, and settlement delays, Refund failures/delays

Reconciliation & Financial Operations

Perform daily/weekly reconciliation between:

Payment Gateway vs OMS

Bank settlements vs reported transactions

Identify discrepancies, investigate root causes, and ensure resolution

Support finance teams during month-end closing and audits

Monitor settlement cycles and ensure timely payouts

Coordinate with local finance and banking partners in Thailand when required

Risk, Compliance & Fraud Coordination

Coordinate with fraud/risk teams to monitor suspicious transactions

Support chargeback handling and dispute resolution processes

Ensure compliance with local payment regulations and internal security standards

Monitor and reduce fraud-related losses

Stakeholder Management

Become Subject Matter Expert (SME) for payment systems and flows

Educate internal stakeholders on payment processes, limitations, and optimization strategies

Provide insights and recommendations to improve checkout experience and conversion

Collaborate with product, tech, and business teams for continuous improvements

Key Relationships:

Local Teams:

Finance, Customer Service, Risk & Fraud, Supply Chain, Marketing, Platform Operation, Post Order Operation, GBS, Commercial Teams

Global Teams:

Global IT, Payment/Product Teams, Regional eCommerce Teams

External Teams:

Payment Service Providers (PSPs), Banks, Fraud/Risk vendors

Knowledge, Skills and Abilities:

Strong analytical mindset with attention to detail

Understanding of payment ecosystems (cards, bank transfers, wallets, BNPL, QR payments, etc.)

Familiarity with payment gateways and transaction lifecycle

Ability to analyse data and identify trends/anomalies

Good communication skills to manage cross-functional stakeholders

Problem-solving mindset with ability to handle high-pressure incidents

Basic understanding of reconciliation and financial processes

Understanding of Thailand's local payment landscape is preferred

Requisite Education and Experience / Minimum Qualifications

Bachelor's degree in business, Finance, Engineering, or related field

4 years of experience in eCommerce / Payments / FinTech operations

Experience working with payment gateways or financial systems preferred

Experience using analytics and monitoring tools to track payment performance, identify drop-offs in checkout funnels, and monitor platform KPIs

Knowledge of analytics tools (e.g., Power BI, Adobe Analytics)

Advanced Excel skills for reconciliation, payment reporting, and large dataset analysis (pivot tables, lookups, data validation, etc.)

Familiarity with SQL or data querying is a plus

Strong verbal and written communication skills in English

Thai language proficiency preferred

Experience in high-volume eCommerce environments

Exposure to payment optimization (routing, retries, tokenization)

Understanding of regional payment methods (UPI, wallets, etc.)

Experience working with multiple PSPs