Senior Operations Analyst

Senior Operations Analyst - Payments, Acquiring, Issuing, Fraud Monitoring, and Data Management

- Monitor and support end-to-end payment processing activities, ensuring transactions are completed accurately, efficiently, and within agreed service levels.

- Investigate, analyze, and resolve payment exceptions, failed transactions, reconciliation discrepancies, chargebacks, and operational incidents in a timely manner.

- Perform transaction monitoring activities to identify unusual, suspicious, or potentially fraudulent payment activity and escalate issues in line with established procedures.

- Support fraud prevention and risk management initiatives through the review of alerts, trend analysis, and implementation of fraud mitigation controls.

- Serve as a key point of contact for clients, managing service requests, operational queries, and issue resolution while maintaining high levels of customer satisfaction.

- Build and maintain strong client relationships through proactive communication, professional support, and effective stakeholder management.

- Analyze operational data, transaction volumes, fraud trends, and performance metrics to identify risks, control gaps, and opportunities for operational improvement.

- Develop and maintain reports, dashboards, and management information packs to support business performance reviews, fraud oversight, and strategic decision-making.

- Ensure adherence to internal controls, regulatory requirements, industry standards, AML guidelines, fraud prevention frameworks, and organizational policies.

- Collaborate with cross-functional teams, including Technology, Finance, Risk, Compliance, Fraud Operations, and Customer Service, to support business objectives and operational excellence.

- Drive continuous improvement initiatives by identifying process inefficiencies, recommending enhancements, and supporting automation opportunities across payment and fraud operations.

- Utilize data analysis tools such as Excel, SQL, Power BI, and reporting platforms to generate actionable insights and improve operational performance.

- Support acquiring, issuing, and data management functions by ensuring data integrity, operational accuracy, and timely execution of business-critical processes.

- Monitor key operational and fraud KPIs, investigating exceptions and recommending corrective actions to reduce losses and improve service quality.

- Demonstrate strong analytical thinking, attention to detail, problem-solving capabilities, and the ability to manage multiple priorities in a fast-paced, highly regulated environment.