Senior Payment Operations Specialist (Mandarin Speaker)

Role Background

We are looking to hire a Senior Payment Operations Specialist to support the stability and optimization of our payment operations.

In addition to handling daily deposit and withdrawal execution, this role will focus heavily on payment cost analysis and PSP performance analysis.

This is not a purely operational role. The ideal candidate should be comfortable working with data, identifying issues through analysis, and supporting continuous improvement initiatives.

The role is positioned as a pipeline role for future management positions in Payment Cost, Payment Experience, Payment Risk, or Payment Product.

Responsibilities :

1. Payment Operations Execution

• Execute and monitor daily client deposit and withdrawal operations, ensuring accuracy, timeliness, and compliance with internal procedures.
• Handle payment exceptions, failed transactions, and escalated cases, working closely with PSPs, Customer Support, and Finance teams.
• Participate in a shift-based duty roster (24×7 coverage) to ensure continuous payment operations.

2. Payment Cost & PSP Performance Analysis (Key Focus)

• Track and analyze payment-related costs, including transaction fees, channel costs, FX losses, and abnormal charges.
• Monitor and analyze PSP core performance metrics, including but not limited to:
• Deposit and withdrawal success rates
• Failure reason breakdowns
• Withdrawal processing time (SLA)
• Cost and fee structures
• Risk indicators and exceptions

• Produce data-driven insights and recommendations to support payment optimization and decision-making.

3. Data Tools & Reporting

• Use Excel extensively for data cleaning, reconciliation, analysis, and reporting (advanced formulas and pivot tables required).
• Build and maintain dashboards and reports using Power BI, Metabase, or other BI / data analysis tools.
• Prepare regular payment operations and analysis reports for management and relevant stakeholders.

4. Process Improvement & Cross-functional Collaboration

• Support the optimization of payment processes, rules, and SOPs, improving efficiency, transparency, and control.
• Work closely with Payment, Finance, Customer Support, IT, and Product teams on payment-related initiatives and improvements.

5. Management Pipeline Development

• This role is part of the payment management talent pipeline.
• Based on performance and business needs, the candidate will gradually take on broader analytical and ownership responsibilities.
• Future development paths may include Payment Cost, Payment Experience, Payment Risk, or Payment Product management roles.

Requirements:
• Bachelor’s degree or above; backgrounds in Finance, Data Science, Information Systems, Engineering, or related fields are preferred.
• 3+ years of experience in Payment Operations or related roles, with solid understanding of deposit/withdrawal flows and PSP operations.
• Strong Excel skills (data handling, analysis, pivot tables, formulas).
• Strong data analysis capability, able to identify issues and draw conclusions from data.
• Hands-on experience with Power BI, Metabase, or other BI / analytics tools is a strong advantage.
• Willing and able to work in a shift-based (24×7) environment.
• Good communication skills and strong sense of responsibility and ownership.
• Experience in FX / CFD / FinTech environments is a plus.
• Fluency in English, and Mandarin is a plus.

Benefits:
What we can offer you:

• Medical Benefit
• Life Insurance
• Monthly Team Building Event