Assistant Payment Manager

5 months ago

Kuala Lumpur, Malaysia Shopee Full time

DepartmentOperations- LevelExperienced (Team Lead)- LocationMalaysia - Kuala LumpurThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.

**About the Team**:

- As the Assistant Payment Lead, you will play a pivotal role in overseeing our payment operations team, ensuring seamless payment processing, payout activities and effectively resolving payment-related enquiries and chargeback disputes. You will be responsible for managing a team of professionals, optimizing processes, and maintaining compliance with industry regulations.- Oversee day-to-day operations of payments processing, ensuring smooth transactions of the payment channels on Shopee marketplace
- Oversee the payout activities by ensuring accuracy, timeliness, and adherence to proper due diligence in accordance to SOP
- Oversee the chargeback resolution team in handling disputes which includes analyzing chargeback cases, gathering evidence, and preparing compelling responses to protect the company's interests.
- Work with the business functions and technical teams to maintain the payment channels, managing day-to-day responsibilities such as monitoring payments success rates, investigating the cause of payment failures and working with internal teams to resolve payment-related inquiries and issues
- Work with payment service providers and banks to ensure smooth payment transactions, to optimize payment services and integrate new solutions
- Lead and/or actively participate in regionally or locally driven initiatives for process improvements relating to payment channels
- Analyze various areas of the business to identify initiatives or opportunities for process optimization or payment channel integration
- Develop and maintain comprehensive payment operations process documentation.
- Conduct regular performance evaluations and provide feedback to team members.
- Ensure compliance with payment industry regulations, data security standards, and company policies.

**Requirements**:

- Bachelor's degree in Finance, Business, or a related field (or equivalent work experience).
- At least 5-8 years experience in payment operations, with a strong background in payables and chargeback resolution.
- Extensive knowledge of payment processing systems, industry regulations, and chargeback processes.
- Experience in e-commerce, fintech, or banking background would be an advantage
- Exceptional leadership and team management skills.
- Strong analytical, problem-solving, and decision-making abilities.
- Effective communication and interpersonal skills.
- Ability to adapt to a fast-paced and evolving work environment.
- Proficiency in using payment processing software and tools.

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