Job Offers at Cellulant

Role Overview:

• The Senior Manager – Payment Operations plays a critical leadership role in the Service Delivery function at Cellulant, responsible for ensuring seamless and resilient financial operations across transaction reconciliation, dispute management, and float oversight. By embedding a customer-first mindset and leading with data, the Senior Manager will drive automation, regulatory compliance, and stakeholder trust while enhancing internal capability maturity and scalability across the payment lifecycle contributing to Cellulant's vision of balancing operational efficiency with exceptional service quality, while fostering continuous improvement and innovation in payment operations. The Senior Manager will work closely with cross-functional teams to ensure compliance, optimise payment flow efficiency, and proactively resolve issues, always focusing on Cellulant's core values of efficiency, agility, and excellence.

Key Responsibilities:

End-to-End Payment Operations Ownership:

• Lead accurate, timely reconciliation and settlement across platforms and payment method partners.
• Manage the full dispute lifecycle (chargebacks, reversals, refunds), ensuring rapid resolution and adherence to our SLAs and compliance requirements.
• Oversee real-time float monitoring and optimization, ensuring liquidity and minimizing operational risk.

Functional Specialisation & Operational Excellence:

• Build specialized sub-teams focused on reconciliation, disputes, and float management.
• Develop SOPs, internal controls, and automated workflows, aiming for audit readiness and global standards (e.g., PCI DSS).
• Promote a culture of continuous improvement through feedback loops, retrospectives, and innovation sprints.

Role Clarity, Accountability & Team Development

• Define clear team roles and escalation paths to enable faster decision-making and accountability.
• Serve as the senior escalation point for transaction reconciliation, dispute management and float management issues.
• Lead performance management, talent development, and documentation efforts to scale internal capability.

Sector & Regional Adaptation

• Adapt workflows within payment operations to merchant segments and regional regulatory contexts.
• Partner with compliance to pre-emptively address local risks and policy shifts delivering tailored solutions to exceed customer expectations

Customer-Centricity & Success Enablement:

• Ensure that payment operations are seamless and invisible to the customer, preventing payment disruptions, failed settlements, or refund delays, which supports Cellulant's goal of delivering excellence in every interaction.
• Work closely with Customer Success and Merchant Operations teams to proactively identify and resolve merchant pain points, thereby improving customer satisfaction and enhancing business success.

Cross-Functional Collaboration

• Collaborate with Finance, Tech, Product, Compliance, and Payment Method Partners to improve reliability, alignment, and readiness aligning with Cellulant's mission to leverage data and technology for continuous improvement.
• Represent Payment Operations in audits, regulatory reviews, strategic planning inititatives , and incident war rooms ensuring we remain compliance and efficient.

Data-Driven Monitoring & Continuous Improvement:

• Define and monitor key operational metrics (e.g., settlement TAT, dispute resolution time, float utilisation) to assess performance and identify improvement opportunities.
• Leverage analytics and reporting to drive continuous improvement, automation, and risk mitigation, contributing to a high-performance culture focused on operational excellence and innovation.
• Partner with the analytics team to build real-time dashboards and monthly reporting frameworks.
• Leverage insights to identify trends, pre-empt risks, and drive continuous optimization.

Skills & Qualifications:

• Experience: 7+ years in payment operations, financial services, fintech, or banking environments, with proven expertise in transaction lifecycle management, payment gateways, chargebacks, reconciliation tools, and digital float tracking.
• Regulatory Knowledge: Strong understanding of regulatory frameworks and best practices in financial operations, including compliance with standards such as PCI DSS and card network rules.
• Leadership: Proven track record of leading teams, scaling operations, and driving automation to achieve greater operational efficiency and service quality.
• Analytical Skills: Exceptional ability to analyse data and uncover root causes, utilising insights to optimise processes and mitigate risks.
• Communication: Strong communication and stakeholder management skills, particularly with banks, PSPs, and internal cross-functional teams.

Preferred Attributes:

• Familiarity with core banking systems, reconciliation platforms, and ledger technologies.
• Experience in high-volume transaction environments (e.g., e-commerce, B2B payments, or digital wallets).
• Exposure to card networks, UPI, RTGS/NEFT/IMPS, and cross-border remittance flows.
• Certifications in Lean, Six Sigma, or other operational efficiency frameworks are a plus.

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Role Overview:

• The Supervisor – Payout Operations will play a crucial role in overseeing and optimizing the daily operations of the payout process. This role ensures smooth and efficient payouts to merchants, customers, and partners, while maintaining accuracy, compliance, and the highest level of customer satisfaction. The Supervisor will lead a team of operators, providing guidance and support to ensure operational excellence, timely settlements, and a seamless customer experience.
• Focused on end-to-end operational execution, this role requires a blend of attention to detail, team leadership, and a customer-centric mindset. The Supervisor will collaborate closely with other functions like Finance, Compliance, and Risk to ensure a secure and compliant payout environment, while driving continuous improvements to operational efficiency.

Key Responsibilities:

End-to-End Payout Operations Management:

• Oversee the daily execution of payout operations, ensuring all payouts are processed accurately and on time, in line with company policies and regulatory requirements.
• Ensure the smooth flow of funds to merchants, customers, and partners, handling all payout requests efficiently, securely, and in accordance with agreed-upon timelines.

Team Leadership & Performance:

• Lead and mentor a team of Payout Operations associates, ensuring high performance, engagement, and accountability.
• Provide ongoing training, guidance, and support to team members to enhance their knowledge, skills, and customer service capabilities.
• Conduct regular performance reviews, setting clear objectives and targets for the team to meet.

Compliance & Regulatory Adherence:

• Ensure all payout processes comply with internal controls, regulatory requirements, and industry best practices.
• Work closely with the Risk & Compliance teams to monitor and mitigate any potential payout-related risks.

Operational Efficiency & Process Improvement:

• Continuously evaluate and optimize payout workflows to enhance efficiency, reduce errors, and improve the overall customer experience.
• Identify and implement improvements to processes, tools, and systems to increase operational capacity and reduce payout processing time.

Cross-Functional Collaboration:

• Collaborate with Finance, Product, Customer Support, and other relevant teams to ensure alignment in payout operations, particularly around new product features or process changes.
• Act as a key liaison with other internal teams to resolve issues related to payout discrepancies or delays.

Data Monitoring & Reporting:

• Track and report on key performance metrics related to payout operations, including payout accuracy, timeliness, and issue resolution rates.
• Provide regular updates to senior management on operational status, risks, and opportunities for improvement.

Customer-Centric Focus:

• Maintain a customer-first approach, ensuring that payouts are processed smoothly and efficiently, and proactively resolve issues or concerns raised by customers or partners.
• Ensure that all payout-related queries are handled professionally and promptly, contributing to a positive experience for all stakeholders.

Skills & Qualifications:

• 4+ years of experience in operations management, ideally in payouts, payments, or financial services.
• Strong understanding of payment systems, reconciliation processes, and payout mechanisms.
• Proven leadership experience, with the ability to manage, mentor, and motivate a team.
• Excellent problem-solving skills and the ability to handle operational challenges in a fast-paced environment.
• Familiarity with regulatory frameworks in the payments or financial services industry.
• Strong attention to detail and ability to work with large volumes of data while maintaining high accuracy.
• Excellent communication and interpersonal skills, with the ability to engage and collaborate with both internal and external stakeholders.

Preferred Attributes:

• Experience with payments software, reconciliation tools, or banking systems.
• Knowledge of compliance regulations such as AML (Anti-Money Laundering), KYC (Know Your Customer), and other relevant financial services regulations.
• Familiarity with tools like Zendesk, Salesforce, or Jira for issue tracking and customer service management.