As a Product Operations Specialist, you will play a critical role in ensuring smooth operational execution between product, engineering, support, finance and banking partners. You will help maintain service quality, manage recon processes, and support the resolution issues to ensure a seamless customer experience.
Key Responsibilities:
1. Operational support for financial services product
Coordinate with partner banks and payment gateways for transaction tracking, reconciliation, and issue resolutions
Maintain runbooks, escalation flows, and SLAs for handling disbursement-related issues
2. Reconciliation & Issue Resolution
Manage end-to-end reconciliation processes between product systems and bank statements.
Investigate and resolve discrepancies (e.g., failed, duplicate, delayed transactions) in collaboration with finance, engineering, and bank partners.
Support timely incident response and root cause analysis (RCA) documentation for disbursement failures.
3. Process Improvement & Automation
Identify bottlenecks or manual steps in payroll disbursement and reconciliation workflows; propose automation or tooling solutions.
Work with product managers and engineers to implement improvements in transaction tracking, reporting, and alerts.
4. Documentation & Communication
Maintain accurate documentation of disbursement processes, support SOPs, and reconciliation guides.
Provide operational insights and data to product and business teams for decision-making.
Act as the key liaison between support, ops, product, and finance during incidents or escalations.
5. Monitoring, Metrics & Reporting
Set up and manage dashboards for disbursement success rates, failure trends, and reconciliation status.
Track and report key metrics such as TAT (Turnaround Time), success/failure rate, unresolved discrepancies, and customer impact.
Requirements:
Minimum 2 years experience in product ops, payment operations, or fintech support roles.
Experience with financial reconciliation processes, preferably in payroll or expense disbursement.
Familiarity with banking APIs, payment gateways, or bulk disbursement platforms
Strong attention to detail and analytical skills
Excellent problem-solving skills and cross-functional communication.
