Payment Operations Asscoiate APAC (Business Continuity)

dlocal; Kuala Lumpur; Remote; MYR 60,000 - 90,000; Full time

Job summary

dLocal in Malaysia is seeking a payments operations professional to act as the local execution arm of the Global team, resolving daily operational issues and ensuring smooth merchant experiences across time zones.

You will work with processors, acquirers, card networks, and APM providers, manage incidents end-to-end, perform root-cause analysis, and support go-live activities with strong cross-functional coordination.

Qualifications

• 2–4+ years in payments/fintech operations, incident management, processor/partner support, or merchant operations.
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Responsibilities

• Triage, own, and resolve operational incidents end-to-end; provide clear, timely updates to stakeholders.
• Engage directly with processors and partners to manage day-to-day operations, nurture issues, and remove blockers.

Skills

Operations coordination

Problem solving

Communication

Time-zone coordination

English fluency

Education

Bachelor's degree in Business, Engineering, Economics, or related field

Tools

Jira

Excel/Sheets

Job description

Why Join dLocal?

dLocal is the financial infrastructure powering global commerce in the world's fastest-growing markets. The biggest companies in the world trust us to unlock growth in 60+ countries across emerging markets—moving money where others see complexity. We don't just process payments; we are architects of payment ecosystems and partners in our customers' expansion. You'll work alongside 1,300+ teammates from 40+ nationalities and tackle global challenges from day one.

What’s the opportunity?

• Be the local execution arm of the Global team, ensuring rapid, effective resolution of daily operational issues at the market and customer level.
• Leverage market-specific expertise and time-zone alignment to protect merchant experience and maintain operational continuity.
• Work directly with internal teams and external stakeholders (processors, acquirers, card networks, APM providers, issuers) to keep operations running smoothly.

What will I be doing?

• Triage, own, and resolve operational incidents end-to-end; provide clear, timely updates to stakeholders.
• Engage directly with processors and partners to manage day-to-day operations, nurture issues, and remove technical/business blockers.
• Provide hands‑on merchant support and go-live readiness (credentials and required tasks), including hypercare during launches.
• Act as a key point of contact for CS/AM for operational enablement and troubleshooting.
• Perform root-cause analysis, document incidents and resolutions (e.g., in Jira), and feed learnings back to teams and partners.

What skills do I need?

• 2–4+ years in payments/fintech operations, incident management, processor/partner support, or merchant operations.
• Familiarity with payment operations and ecosystem (processors, acquirers, APMs, card schemes; credentials, SLAs, settlements/reconciliations).Strong troubleshooting and root-cause analysis skills; comfortable coordinating across internal teams and external partners.
• Excellent communication and stakeholder management; customer-centric, calm under pressure, and action-oriented.
• Proficiency with Excel/Sheets and ticketing/documentation tools (e.g., Jira); analytical mindset.
• Ability to operate across time zones and manage multiple priorities with high attention to detail.
• Bachelor’s degree in Business, Engineering, Economics, or related field; fluency in English (additional languages a plus).

What do we offer?

Besides the tailored benefits we have for each country, dLocal will help you thrive and go that extra mile by offering you:

• Flexibility in how you work: We focus on impact and productivity over fixed hours. This means our teams have flexible schedules and, depending on your role and location, you will combine self‑managed focus time with moments of in‑person connection in our collaboration hubs.
• Fintech industry: work in a dynamic and ever-evolving environment, with plenty to build and boost your creativity.
• Referral bonus program: our internal talents are the best recruiters - refer someone ideal for a role and get rewarded.
• Work From Anywhere: Team members can work while traveling for up to 3 months every year.