Payment Operations Analys

📋 Description

• • Monitor daily inbound and outbound payment flows, identifying and resolving failed or pending transactions to ensure timely settlement.
• • Coordinate directly with banking partners and payment aggregators to investigate and resolve payment incidents, minimizing delays and operational disruptions.
• • Identify anomalies, duplicate transactions, and reconciliation discrepancies, escalating issues according to defined internal procedures.
• • Maintain real-time reconciliation of transit accounts, ensuring account balances are accurate and aligned across all systems.
• • Manage client payment-related inquiries and claims, providing clear, timely, and accurate responses to professional clients.
• • Track open client tickets from initiation to full resolution, keeping clients informed at every stage of the process.
• • Document operational incidents and contribute to continuous improvement of payment procedures and documentation standards.
• • Participate in operational improvement projects, including automation of reconciliation processes, reduction of payment failure rates, and optimization of support workflows.
• • Collaborate closely with Compliance, Finance, and Product teams to resolve complex cases and escalate systemic pain points for product and process enhancements.
• • Ensure all payment operations adhere to internal controls and regulatory requirements while maintaining high service levels for clients.
• • Act as a key operational liaison between internal teams and external banking partners to maintain seamless payment execution across complex African financial rails.
• • Proactively identify opportunities to improve efficiency, reduce manual effort, and enhance accuracy in payment processing workflows.
• • Support scaling operations as the company expands its footprint across West and Central Africa, adapting processes to new markets and regulatory environments.
• • Maintain up-to-date knowledge of local payment systems including Mobile Money, interbank transfers, and SWIFT protocols in West Africa.
• • Translate operational insights into actionable feedback for product and technology teams to drive automation and system improvements.
• • Ensure all client communications are professional, timely, and aligned with company standards for customer experience.
• • Contribute to the development and refinement of operational playbooks, training materials, and escalation protocols as the team grows.