Operations Payment Lead

About Amartha

At Amartha, we empower micro-businesses across Indonesia, enabling growth and equal prosperity. We’ve supported over 2.7 million entrepreneurs—mostly women—by disbursing IDR 22.8 trillion in funding. As we step into 2026, Amartha is evolving into a technology-driven financial ecosystem, expanding our reach in lending, funding, and payments. Through innovation and digital solutions, we aim to enhance accessibility, streamline processes, and create a seamless user experience.

About the role

As an Operations Lead, you’ll oversee the end-to-end operational performance of Amartha’s payment products — ensuring everything runs efficiently, securely, and reliably. You’ll be responsible for managing daily operations such as deposits, settlements, reconciliation, and vendor management, while maintaining service quality and compliance with regulations.

In this role, you’ll lead incident management, improve process reliability, and enhance user experience by building stronger operational frameworks and resolving issues quickly. You’ll also work closely with Finance, Product, and Customer Experience teams to ensure smooth transactions, accurate reporting, and continuous process improvements.

This position is perfect for a detail-oriented and analytical leader who thrives in a fast-paced fintech environment, understands payment operations deeply, and can balance efficiency, risk control, and customer satisfaction.

Job Description

1. Issue Handling & Service Reliability

• Lead incident management and operational issue resolution across all payment products.
• Ensure timely investigation, root cause analysis (RCA), and preventive action plans.
• Monitor transaction failures, disputes, and reconciliation gaps.
• Establish SLA standards and improve resolution turnaround time.
• Maintain high system uptime and service quality.

2. Deposit Operations

• Oversee deposit management processes including funding, settlement, reconciliation, and reporting.
• Ensure accurate and timely settlement with agents, merchants, and partners.
• Monitor liquidity and operational cash flow requirements.
• Collaborate with Finance for daily reconciliation and financial reporting.

3. Vendor Operations Management

• Manage operational relationships with payment partners, remittance providers, aggregators, and banks.
• Monitor vendor performance against SLA and KPI targets.
• Coordinate incident resolution and operational improvements with vendors.
• Conduct regular performance reviews and operational audits.

4. Merchant Onboarding & Support

• Oversee merchant onboarding process including documentation, verification, and system activation.
• Ensure compliance with KYC and regulatory requirements.
• Improve onboarding turnaround time and operational efficiency.
• Support merchant operational inquiries and escalations.

5. Customer Experience (CX) Operations

• Ensure high-quality customer and agent support for payment-related issues.
• Define and improve SOPs for complaint handling and dispute management.
• Monitor CSAT, resolution rate, and first response time.
• Implement continuous improvement initiatives to enhance user satisfaction.

6. Process Optimization & Governance

• Develop and standardize operational SOPs and workflow documentation.
• Identify automation opportunities to reduce manual processes.
• Implement risk controls and operational compliance measures.
• Lead continuous improvement initiatives to enhance scalability and efficiency.

7. Leadership

• Lead and develop the Operations team.
• Set KPIs and performance targets.
• Build a culture of accountability, responsiveness, and operational excellence.

Requirements

• Bachelor’s degree in Finance, Economics, Business, Engineering, or related field.
• 6+ years of experience in Payment Operations, Fintech Operations, or Banking Operations.
• Experience managing PPOB, Remittance, Deposit, or digital payment products.
• Strong background in reconciliation, settlement, and dispute handling.
• Proven experience leading an operations team.
• Strong understanding of payment flows, settlement processes, and reconciliation.
• Experience managing vendor and partner operations.
• Familiar with KYC and compliance requirements.
• Data-driven with strong analytical and reporting skills.
• Experience using operational dashboards and ticketing systems.

At Amartha, we are dedicated to creating a workplace that celebrates diversity, ensures equity, and fosters inclusion. We believe that diverse perspectives—shaped by factors such as gender, age, race, ethnicity, education, culture, and life experiences—drive innovation and growth.

We actively welcome individuals from all backgrounds to join us in building an environment where everyone feels respected, valued, and empowered. Our commitment is to provide equal opportunities and foster a sense of belonging that enables our employees to thrive and make meaningful contributions.