Payment Operations Manager (Chargeback)

Lokal; Bengaluru; On-site; INR 1,500,000 - 2,800,000; Full time

Job summary

Behtar Technology operates multiple consumer platforms — Dostt, Gyan TV, Eaze, Astrolokal that process high volumes of digital payments across cards, UPI, and net banking. This role owns three interconnected areas: payment gateway routing and cost optimisation, success rate monitoring and improvement, and dispute/chargeback management at the gateway level.

You will own routing across gateways, monitor SR, run experiments, and manage gateway disputes with evidence packages while maintaining

Qualifications

• 3–6 years in payments operations or fintech roles.
• Hands-on with payment gateway dashboards and routing.
• Strong analytical ability to slice SR data by gateway/instrument.
• Experience managing disputes at gateway level with deadlines.

Responsibilities

• Own routing logic and cost optimisation across gateways.
• Monitor SR daily and trigger improvements.
• Oversee gateway-level disputes and build evidence packages.
• Maintain live SR dashboard and SOPs for policy updates.

Skills

Payments operations

Data analysis

Dispute resolution

Gateway dashboards

A/B testing

Job description

About The Role

Behtar Technology operates multiple consumer platforms — Dostt, Gyan TV, Eaze, Astrolokal that process high volumes of digital payments across cards (Visa, Mastercard), UPI, and net banking. This role owns three interconnected areas: payment gateway routing and cost optimisation, success rate monitoring and improvement, and dispute/chargeback management at the gateway level.

About The Role

Behtar Technology operates multiple consumer platforms — Dostt, Gyan TV, Eaze, Astrolokal that process high volumes of digital payments across cards (Visa, Mastercard), UPI, and net banking. This role owns three interconnected areas: payment gateway routing and cost optimisation, success rate monitoring and improvement, and dispute/chargeback management at the gateway level.

What You Will Own

PG Routing & Cost Optimisation

• Own routing logic across payment gateways (Razorpay, PayU, Cashfree, or equivalents) — deciding which gateway handles which transaction type, instrument, and ticket size
• Continuously test routing configurations to find the best combination of success rate and effective gateway cost
• Negotiate and track gateway pricing, MDR slabs, and settlement terms; flag opportunities to reduce blended PG cost
• Maintain a routing playbook with rationale for each configuration change and its measured outcome

Success Rate Monitoring & Improvement

• Monitor SR daily across gateways, payment instruments (UPI, cards, net banking), and platforms
• Identify drop patterns — gateway outages, bank-side failures, instrument-specific degradation — and elevate to gateway account managers with data
• Run structured A/B routing experiments to isolate SR improvement levers
• Own a live SR dashboard; set thresholds and alert protocols for anomalies

Dispute & Chargeback Management (Gateway Level)

• Manage disputes end-to-end within gateway dispute portals (Razorpay, PayU dashboards) — this is not bank-level representment
• Make accept/contest decisions for all dispute categories — fraud, non-delivery, subscription billing, duplicate charges, and friendly fraud
• Build and maintain evidence packages for gateway dispute submissions across all platforms
• Ensure all responses are submitted within gateway-defined timelines; track dispute win rates by category

Fraud Detection & Abuse Prevention

• Maintain the risk scoring framework for friendly fraud detection across platforms
• Flag and action high-risk accounts per the policy thresholds (Low → Critical)
• Work with product and engineering to ensure the right usage logs, coin consumption records, and OTP/2FA data are captured

Reporting & Policy Ownership

• Report to Finance and senior leadership on SR trends, PG cost, dispute win/loss rates, and financial exposure from disputes
• Maintain evidence records per retention requirements
• Own and maintain the Chargeback Policy SOP; update as payment methods, platforms, or gateway terms evolve
• Train support and product teams on their evidence responsibilities under the policy

Requirements

Must-Have

• 3-6 years in payments operations, fintech operations, or a gateway-facing role
• Hands-on experience with payment gateway dashboards (Razorpay, PayU, Cashfree, or equivalent) — routing configuration, SR reporting, dispute portals
• Strong analytical instinct — comfortable slicing SR data by gateway, instrument, time window, and platform to isolate root causes
• Experience managing disputes at the gateway level: reading dispute reasons, compiling evidence, submitting responses within deadlines
• Working knowledge of friendly fraud patterns and detection
• Ability to make fast, defensible accept/contest decisions under deadline pressure

Good to Have

• Experience running routing experiments or A/B tests across multiple gateways
• Familiarity with MDR structures, gateway pricing negotiations, and cost benchmarking
• Exposure to digital goods or virtual credits/coins platforms where consumption data is the primary dispute evidence
• Experience building or improving payment ops SOPs or risk scoring frameworks
• Basic SQL or data querying skills to pull SR and dispute reports independently