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Posted 15 June, 2026

Reseller Operation Executive

Optimal Innovation
Mumbai, MH, IN Full Time
Reference: 6e12a2ba2b99b150

Job Description

Role Purpose\nTo monitor payment flows across fintech platforms and payment partners, support merchants and agents, and ensure all payment-related issues are identified, logged, followed up, and resolved in a timely and structured manner.\nKey Responsibilities\nA. Payment Monitoring & Testing\nRun daily and weekly payment tests across all payment service providers (PSPs), merchants, and payment channels.\nRecord results clearly with screenshots, timestamps, and issue notes.\nRe-test after fixes to confirm resolution.\nReport unusual patterns such as delays, reversals, or repeated failures.\nMonitor transaction performance and identify operational risks proactively.\nB. Merchant & Transaction Support\nRespond to merchant queries related to payments, settlements, transaction status, and delays.\nTrack each issue until closure and provide timely updates to merchants and internal teams.\nEscalate repeated or high-risk issues to the Operations Manager.\nCoordinate with internal teams to ensure smooth issue resolution.\nC.

Ticketing & Coordination\nLog every issue in the ticketing system with complete and accurate details.\nFollow up with Product and Tech teams until issues are resolved.\nVerify fixes before closing tickets.\nMaintain clean and accurate ticket history for future reference and tracking.\nEnsure proper communication and coordination between departments.\nD. Documentation & Knowledge Base\nMaintain FAQs, troubleshooting guides, SOPs, and operational documentation.\nConvert repeated issues into clear instructions for Customer Service and Operations teams.\nUpdate documents whenever processes, workflows, or PSP rules change.\nSupport process improvement initiatives through proper documentation.\nE. Reporting\nPrepare weekly and monthly operational reports covering:\nIssue volume\nPSP-wise failures\nResolution timelines\nRecurring operational risks\nShare operational insights with the Operations team and Management.\nMaintain accurate operational records and reporting data.\nF.

Agent & Partner Coordination\nSupport agents, merchants, and partners with settlement and transaction-related issues.\nMonitor responsiveness and escalation patterns.\nCoordinate with partners to ensure smooth operational support.\nFlag recurring operational concerns or underperforming partners to management.\nReporting & Escalation\nReports directly to the Operations Manager.\nEscalates high-impact, critical, or blocked issues immediately.\nWorks closely with Customer Service, Tech, Finance, PSPs, merchants, and external partners to ensure operational continuity.

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