Sr. Specialist Ecom Payment Operation

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

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

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