Fresh Jobs at Korapay

About The Role

• The Process Optimisation Specialist will be responsible for analysing, redesigning, and improving critical operational processes within the company to enhance efficiency, reduce risk, and strengthen resilience. The role focuses on continuous improvement across all the processes in the organisation, including processing, support, disputes, chargebacks, fund recovery, reconciliation, settlement, and partner management processes.
• The Specialist will partner with cross-functional teams (especially Risk, Operations, Product, Technology, and Finance) to identify inefficiencies, eliminate inefficiencies, identify optimisation opportunities, maximise optimisation opportunities, implement automation, and ensure that operational processes meet expectations for resilience and reliability.

What You'll Be Doing
Process Analysis & Improvement

• Map, document, assess and improve current processes across the organisation
• Identify bottlenecks, redundancies, and failure points impacting efficiency or resilience
• Propose redesigns and optimisations that improve speed, reduce cost, and minimise errors
• Develop and track process KPIs, aligned with Operational Resilience scorecards

Automation & Technology Enablement

• Work with Technology and Data teams to automate manual and high-risk processes
• Implement workflow tools, dashboards, and exception handling systems
• Drive the adoption of process automation in pivotal sections of the company

Operational Risk Reduction

• Identify process-related risks and implement controls to mitigate them
• Support the Head of Operational Resilience in embedding and monitoring risk metrics (KRIs) into processes for enhanced optimisation
• Monitor process compliance with regulatory and scheme mandates for alignment

Continuous Improvement & Optimisation

• Establish a culture of continuous improvement
• Conduct root cause analysis of operational incidents, recommend improvements and follow up with implementations
• Benchmark internal processes against industry best practices globally

Collaboration & Stakeholder Engagement

• Partner with Operations, Finance, Risk, and Technology teams to implement improvements
• Where necessary, liaise with partners through the partnership team to streamline joint operational processes
• Support training and knowledge-sharing to ensure adoption of optimised processes

Requirements

• Bachelor's degree (minimum) in Business, Operations, Engineering, Finance, or related field
• 3-5 years' experience in process improvement, operational excellence, or payment operations
• Certifications in Lean Six Sigma, Kaizen, or Business Process Management (BPM) or related
• Experience in fintech, banking, or the payments industry
• Strong analytical skills with proficiency in data analysis and visualisation tools
• Familiarity with systems, platforms, or tools to facilitate workflow efficiency
• Process mapping & redesign (Familiarity with tools such as Visio, Lucidchart, BPMN, etc.)
• Data-driven decision-making & root cause analysis
• Knowledge of payment systems and the payment business
• Strong collaboration and stakeholder management skills
• Ability to balance risk reduction with efficiency optimisation

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About the Role

As an Experienced Chargeback and Dispute Specialist at Kora, you will be responsible for all aspects of dispute, refunds and fund recovery functions. 

You will be responsible for managing end-to-end dispute resolution, refund processing, fraud-related investigations, and fund recovery activities across our payment ecosystem, collating and reviewing information to identify patterns or trends. The ideal candidate will play a critical role in minimising financial losses, improving recovery rates, chargeback win rate, maintaining scheme compliance, and enhancing customer experience.

What you will be expected to do at Kora:

• Report and monitor critical dispute metrics relating to volumes, value, quality, risk, and fraud.
• Assist with real-time operations management as needed.
• Perform root cause analysis of operational issues and create quick workarounds while driving permanent solutions.
• Resolve dispute escalations and provide support to the fraud team and business operations on complex cases.
• Work with internal stakeholders such as the Compliance, Enterprise Risk, and Internal Audit teams to understand upcoming product changes and potential impacts to dispute processes.
• Ensure that standard operating procedures for handling chargebacks and disputes, both internally and, across partners and card networks, are in place.
• Work with a range of card networks, financial institutions, OFIs, acquirers and merchants to investigate and resolve e-commerce payments disputes and chargebacks.
• Maintain policy and procedures for handling disputes and fraud claims, and notify the compliance and fraud team of any unusual activities for further investigation.
• Prepare the merchant chargeback and fraud chargeback monitoring report for management decision-making purposes.
• Ensure that the merchants’ chargeback and fraud thresholds are not exceeded monthly.
• Assist and support Kora merchants who experience excessive chargebacks and fraudulent activity in investigating the root cause.
• Investigate fraud chargebacks and recommend changes that allow teams to mitigate instances of fraud that would impact the chargeback rate.
• Carry out fraud investigations and analyses based on fraud reports from the card networks.
• Design a process flow to ensure accuracy/quality of dispute resolution responses and compelling evidence to improve chargeback win rate.
• Work with the technical team to ensure that our dispute dashboard is operating effectively.
• Develop and maintain business relationships with the fund recovery team at NIBBS, financial institutions, and OFIs.
• Ensure customer satisfaction is maintained in the face of cardholder disputes and settlements.
• Meet the team’s standards for quality and performance/productivity.
• Make monetary adjustments to customers' accounts and other risk/income matters.
• Partner and maintain an excellent working relationship with customers to achieve overall customer satisfaction.
• Contest chargeback claims when viable economically and monitor claims recovery.
• Work with clients to collect and document information that may be used in resolving outstanding disputes.
• Prepare periodic chargeback management reports.
• Analyse and understand CBN guidelines, MasterCard/Visa VAMP rules and regulations, identify gaps in processes and work to resolve gaps and complete process improvement.

Requirements

• Impeccable verbal and written communication skills - needed for communicating with a range of people, both internally and externally, as well as good presentation skills.
• Demonstrated proactive approaches to problem-solving with strong decision-making capability.
• Emotional maturity.
• Strong background in settlement and reconciliations, customer complaint evaluation and validity, fund recovery, payment processing, card issuing, fraud investigation, identifying gaps and improving processes.
• You have strong knowledge of payment products, MasterCard and Visa dispute resolution, pre-arbitration, arbitration, Compliance, good faith, RFI, Ethoca, and Verifi.
• Excellent Data Analysis & Reporting skills: You have the ability to turn large data sets into meaningful insights.
• You have the appetite to jump headfirst into a fast-moving, fast-growing, mission-driven team that values creativity and output.
• Excellent organisational skills, ability to prioritise effectively and handle multiple tasks simultaneously in a very fast-paced environment. Essentially, you need to be able to deliver under pressure.
• Adaptive: You are curious, optimistic and a skilled problem-solver.  You embrace the unknown and are able to adapt to shifts in priorities. You look outside your day-to-day to ensure you keep learning and growing.
• Proven understanding of the Fintech space and the disruptive opportunities being created.
• Sound judgment, a high degree of professionalism, and the ability to maintain confidentiality.
• Business sense - has a strong business sense and can decipher priorities and make sound judgment calls when needed.
• Highly resourceful team player, with the ability to also be extremely effective independently.
• 5-7 years of experience in Mastercard and Visa dispute resolution.
• Proven ability to handle confidential information with discretion, be adaptable to various competing demands, and demonstrate the highest level of customer/client service and response
• Demonstrated ability to achieve high-performance goals and meet deadlines in a fast-paced environment 
• You are an out-of-the-box thinker and think of new ways to disrupt the status quo.
• Finally, you bring positive energy, are comfortable with change and can manage your own workload effectively.

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About the Role

• The Talent Acquisition Analyst plays a critical role in helping Kora attract, assess, and hire exceptional talent to support our growth. This role is ideal for someone who is passionate about recruitment operations, candidate experience, and data-driven hiring.
• You will support the full recruitment lifecycle while partnering closely with hiring managers and stakeholders to deliver efficient, structured, and high-quality hiring outcomes. You will also help improve recruitment processes, track hiring metrics, and contribute to building strong talent pipelines.
• This role is best suited for someone who is detail-oriented, proactive, and excited about building scalable hiring practices in a fast-growing environment.

What you will be expected to do at Kora:

Recruitment Execution: 

• Support end-to-end recruitment processes across multiple teams and functions
• Source candidates through various channels, including LinkedIn, job boards, referrals, and talent communities
• Screen applications and conduct initial candidate assessments
• Coordinate interviews and ensure a smooth candidate experience throughout the hiring process
• Maintain consistent communication with candidates and hiring managers

Stakeholder Support:

• Partner with hiring managers to understand role requirements and hiring priorities
• Support the creation and refinement of job descriptions
• Provide regular updates on hiring progress and pipeline health
• Assist in scheduling and coordinating interview panels

Recruitment Operations & Analytics:

• Track hiring metrics, including pipeline conversion, time-to-hire, and offer acceptance rates
• Maintain accurate records in the Applicant Tracking System (ATS)
• Generate hiring reports and provide insights to improve recruitment effectiveness
• Identify bottlenecks and recommend process improvements

Talent Pipeline & Employer Branding:

• Build and maintain talent pipelines for recurring and critical roles
• Support employer branding initiatives and recruitment campaigns
• Assist with sourcing strategies to attract diverse talent
• Participate in talent mapping and proactive sourcing initiatives

Process Improvement:

• Contribute to improving recruitment processes and workflows
• Support recruitment projects and hiring initiatives
• Help maintain recruitment documentation and best practices

Requirements

• 1–3 years of experience in talent acquisition or recruitment at a tech start-up and/or high-scaling startup and/or fast-paced and hyper-growth environment is preferred.
• Strong organisational and coordination skills.
• Ability to manage multiple roles and priorities simultaneously.
• Strong communication and stakeholder management skills.
• Experience sourcing candidates using multiple platforms.
• Data-driven mindset with comfort working with hiring metrics.
• Close attention to detail and strong follow-through.
• Ability to work independently while collaborating with cross-functional teams.
• Passionate about delivering an exceptional candidate experience at all stages of the recruitment process.
• Strong track record in results and moving at a pace to meet the company's scaling needs.
• Excited and intentional about diverse and inclusive hiring practices.
• Proven track record of attracting passive candidates and building a diverse pipeline of talent.
• Ability to operate with a sense of urgency while not compromising on quality.
• Impeccable verbal and written communication skills - needed for communicating with a range of people, both internally and externally, as well as good presentation skills.
• Interpersonal skills for building and developing relationships with clients and an ability to influence stakeholders.
• You are exceptionally driven and autonomous.
• Empathy, a collaborative spirit, a sense of humour and a positive attitude.
• You bring positive energy, are comfortable with change and can manage your own workload effectively.