Payments Operations and Optimization Lead

Job Description

About Value Research

Value Research is one of India's most respected and trusted investment research firms. For over three decades, we have stood out for our integrity, investor-centric approach, and unwavering commitment to transparency. Our research-driven content empowers millions of investors to make informed financial decisions.

Our platforms are essential resources for India's most engaged, affluent, and financially savvy audience. They offer advertisers unparalleled access to decision-makers, high-net-worth individuals, and dedicated long-term investors.

Our Media Platforms

Value Research's media ecosystem spans digital, print, and events, offering comprehensive solutions for brands to connect with an audience that values financial literacy and quality information:

Digital:

- valueresearchonline.com India's leading mutual fund and investment information platform with an exceptionally loyal user base.
- dhanak.com A dedicated Hindi platform delivering financial knowledge to a rapidly growing vernacular audience.

Print:

- Mutual Fund Insight and Wealth Insight India's most trusted investment magazines, providing deep insights into mutual funds and stock markets. They are widely followed by serious investors, financial advisors, and market professionals.

Events & Branded Solutions:

- Customised branding opportunities through high-impact investor events and bespoke content solutions tailored for BFSI and non-BFSI brands.

Why Partner with Value Research

Integrity & Trust: Value Research is synonymous with unbiased, transparent financial information. Associating with us enhances your brand's credibility.

Engaged & Affluent Audience: Our platforms attract serious investors with high disposable incomes, strong purchasing power, and long-term financial goals.

Multi-Platform Presence: Reach your target audience across digital, print, and experiential touchpoints.

Tailored Solutions: We create advertising solutions beyond impressionsdelivering meaningful engagement and measurable outcomes.

Role Overview

We are seeking a Payments Operations & Optimization Lead to oversee and enhance the end-to-end payment lifecycle. This role sits at the intersection of operations, analytics, compliance, and finance, ensuring a smooth payment experience for our customers and reliable revenue recognition for the business.

You will work closely with Customer Service, Technology, Finance, Compliance, and external partners (Razorpay, banks, gateways) to maximize payment success, reduce failures, manage risk, and build robust MIS/reporting frameworks.

Key Responsibilities

Payment Monitoring & Reliability

- Track daily success rates, declines, refunds, chargebacks, and settlements across instruments (UPI, cards, NACH, net banking).
- Build alerts/dashboards for incident detection (downtime, webhook failures, bank issues).
- Ensure fallback mechanisms and retry logic are well-designed and monitored.

Recurring & Renewals

- Oversee e-mandate/UPI Autopay lifecycle (setup, cancellations, expiries).
- Optimize renewal capture rates through smart retries and proactive customer communication.

Vendor & Gateway Management

- Liaise with Razorpay, PayU, and other partners on failures, disputes, and escalations.
- Drive SLA adherence, RCA documentation, and fee/credit negotiations.

Regulatory & Compliance

- Ensure adherence to RBI and SEBI guidelines around KYC, refund timelines, and digital mandates.
- Maintain awareness of PCI-DSS, data privacy, and security requirements in payments.

Risk & Fraud Management

- Handle chargeback disputes and build processes for fraud monitoring and prevention.
- Develop tools and reporting to detect suspicious patterns or anomalies.

MIS, Analytics & KPIs

- Build daily, weekly, and monthly reports (Excel, SQL, Power BI, Grafana).
- Define and track key metrics: success rate, renewal rate, refund SLA compliance, chargeback rate, and revenue leakage prevention.
- Present actionable insights and dashboards for leadership visibility.

Reconciliation & Finance Support

- Ensure settlements match order/payment records.
- Track refund timelines and manage reconciliation exceptions.

Automation & Process Improvement

- Enhance internal tools (e.g., automated payment link workflows).
- Recommend and implement process improvements to reduce manual intervention and improve efficiency.

What We're Looking For

- 46 years of experience in payments operations, billing, fintech, or subscription SaaS.
- Hands-on experience with payment gateways (Razorpay, PayU, ApplePay, etc.) and subscription billing.
- Strong skills in Excel, SQL, Power BI, and comfort with webhooks/log analysis.
- Ability to create and manage dashboards (Grafana, PowerBI, Looker, or similar).
- Strong understanding of e-mandates, UPI Autopay, refunds, settlements, reconciliations, and compliance.
- Excellent communication skills - capable of writing crisp incident reports, MIS, and vendor updates.

Nice to Have:

- Exposure to automation, APIs, and scripting for workflow improvements.
- Experience in subscription billing systems.
- Familiarity with customer service tools (Zoho Desk, Freshdesk).

Why Join Us

- Be the first dedicated payments specialist at Value Researchshape the future of our payment stack.
- Work on high-impact projects like multi-gateway routing, smart retries, fraud detection, and proactive customer nudges.
- Collaborate directly with leadership on business-critical metrics (success rate, renewals, revenue assurance, risk management).
- Exposure to end-to-end ownership: operations + compliance + analytics + finance + customer experience.