Payment Operations Team Lead

About EPOS

Backed by Ant International (a global leader in digital payments, digitisation, and financial technology solutions), EPOS is a leading Point-of-Sale (POS) digital solutions provider.

Supporting Ant International's mission to empower SMEs, EPOS serves as the central hub of its global merchant payment services provider, Antom, delivering integrated O2O digital, payment, and banking solutions to SMEs worldwide—empowering Every Point Of Success in their business growth.

With a growing presence across Southeast Asia, we’re looking for passionate individuals to join our diverse and driven teams. Be part of our journey as we expand to create meaningful, impactful changes for businesses around the world.

Role Summary

The Payments Operations Team Lead is responsible for ensuring the smooth and reliable processing of payment transactions across all merchant touchpoints. This role will focus on transaction performance, settlement accuracy, and issue resolution, while also supporting on-ground deployment and merchant activation to ensure end-to-end operational excellence.

Payments Operations & Performance Management

• Monitor and manage daily payment operations, ensuring high transaction success rates across POS and payment systems
• Track and analyze transaction trends, failures, and system performance
• Work closely with Product and Tech teams to improve payment flows, system reliability, and user experience
• Support merchant lifecycle from onboarding to activation with a focus on payment readiness

Transaction Issues, Settlement & Reconciliation

• Act as the main point of contact for payment-related escalations (e.g. failed transactions, delayed settlements, discrepancies)
• Investigate and resolve issues by coordinating with internal teams and external partners (banks, payment providers)
• Support reconciliation and settlement processes to ensure accuracy and timeliness of payouts
• Monitor chargebacks, refunds, and disputes, ensuring proper handling and resolution

Process Optimization & Controls

• Identify recurring operational or payment issues and implement process improvements
• Develop and maintain SOPs for payment operations, incident management, and reconciliation processes
• Ensure compliance with internal controls, audit requirements, and payment regulations
• Drive initiatives to reduce transaction failures and improve operational efficiency

Field Operations & Merchant Enablement

• Oversee merchant onboarding, device setup, and activation to ensure payment systems are correctly configured
• Coordinate with field technicians and vendors for installations and issue resolution when required
• Ensure smooth handover from Sales to Operations with strong focus on payment readiness
• Provide on-ground support for complex deployments or high-value merchants when necessary

Requirements:
• 3–5 years of experience in payments operations, fintech, or related operational roles
• Exposure to POS systems, payment gateways, acquiring, or financial operations is preferred
• Strong analytical mindset with ability to interpret transaction data and identify issues
• Experience handling reconciliation, settlements, or payment-related investigations is a strong advantage
• Ability to manage cross-functional stakeholders including Product, Tech, Finance, and external partners
• Hands-on, structured, and able to operate in a fast-paced environment
• Mandarin Speaking in order to liaise with internal stakeholders