Account Manager – Payment Operations

Company: SG EpayPte. Ltd.Location: SingaporeEmployment Type: Full-timeReporting To: CEO / Senior ManagementAbout the RoleSG Epay is looking for an Account Manager – Payment Operations tomanage merchant onboarding, merchant accounts, and relationships with acquiringbanks, payment institutions, gateways, and other payment partners.The successful candidate should understand merchant acquiring andpayment operations, be able to coordinate KYB reviews and payment integrations,and maintain strong working relationships with merchants, acquirers, internalcompliance, finance, risk, and China-based technical teams.Strong spoken Chinese is required for frequent coordination withChina-based management, technical, operations, and support teams. Good writtenand spoken English is required for communication with Singapore merchants,banks, acquirers, and payment partners.Key Responsibilities1. Merchant Onboarding and KYB Coordination• Actas the primary contact for referred local and cross-border merchants duringonboarding.•Explain SG Epay’s onboarding process, required documents, commercial terms,settlement arrangements, reserve requirements, and expected timeline.•Collect and follow up on KYB documents, including corporate records, ownershipand controller information, business model, website or app information,products and services, customer profile, transaction flow, expected volume,refund policy, and supporting materials.•Conduct initial completeness and reasonableness checks before submittingmerchant files to Compliance and Risk for formal review and approval.•Coordinate responses to compliance queries and ensure merchants provide pendingdocuments or clarifications promptly.•Track each application from initial submission through approval, payment setup,testing, and go-live.•Maintain accurate onboarding trackers, merchant records, pending-item lists,and management updates.2. Acquirer and Payment Partner Relationship Management•Maintain day-to-day working relationships with acquiring banks, paymentinstitutions, gateways, card-processing partners, and other payment serviceproviders.•Support management in evaluating and onboarding new payment partners, includingcommercial discussions, pricing negotiation, settlement terms, reserverequirements, risk requirements, and service scope.•Coordinate new MID applications, merchant submissions, channel setup, and otheroperational requirements with payment partners.•Follow up closely on partner onboarding, approvals, pending issues,implementation schedules, and escalation items.•Maintain clear records of partner contacts, commercial terms, operationalprocedures, reporting requirements, and unresolved matters.3. Technical Integration and Project Coordination•Coordinate technical integration between payment partners and SG Epay’sChina-based technical team.•Translate business and operational requirements into clear technical actionitems and ensure both sides understand responsibilities, specifications, andtimelines.•Follow up on API documentation, credentials, test accounts, callback settings,payment methods, currency and settlement configuration, UAT, productiondeployment, and go-live readiness.•Coordinate troubleshooting of integration, transaction, callback,reconciliation, refund, and production issues with the relevant technicalteams.•Maintain project trackers and provide concise progress updates, blockers,owners, and next steps to management.4. Daily Payment Operations and Account Management•Monitor and review daily transaction, settlement, chargeback, fraud, refund,and other operational reports received from payment partners.• Actas the operational contact for assigned merchants after go-live and coordinateresolution of transaction, settlement, refund, reserve, technical, and serviceissues.•Support the Finance team in investigating reconciliation differences, missingsettlements, deductions, fees, reserve movements, and report discrepancies withpayment partners.•Follow up on failed transactions, abnormal approval rates, delayed settlements,chargebacks, disputes, refund issues, and other operational exceptions.•Escalate material merchant, settlement, technical, compliance, or partnerissues promptly and maintain follow-up until closure.5. Card Scheme Risk and Operational Monitoring•Monitor operational indicators relating to Visa and Mastercard programmes,including chargeback ratios, fraud ratios, VAMP-related metrics, TC40 / TC15data, RDR / Ethoca activity, and other scheme monitoring information whereavailable.•Coordinate with merchants, Compliance, Risk, technical teams, and acquirerswhen scheme indicators or internal thresholds are exceeded or trendingadversely.•Follow up on remediation actions, supporting data, merchant explanations,volume controls, reserves, refunds, or other risk-mitigation measures requiredby management or payment partners.•Ensure risk-related reports and requests from acquirers are received, reviewed,tracked, and escalated within the required timeline.Requirements• 2-5 years of relevant experience in payment operations, accountmanagement, merchant onboarding, merchant acquiring, PSPs, payment gateways,fintech, bank merchant services, POS payments, QR payments, or related paymentservices.•Practical understanding of merchant onboarding, KYC/KYB, payment acceptance,settlement, reconciliation, refunds, chargebacks, rolling reserves, and basicpayment risk controls.•Experience coordinating with merchants, acquirers, banks, payment companies,gateways, compliance teams, finance teams, and technical teams.•Able to manage multiple merchant applications, payment integrations, andoperational issues concurrently.•Strong follow-up discipline, attention to detail, documentation skills, andownership of open matters.•Able to read operational reports, identify discrepancies or unusual trends, andcoordinate investigation and resolution.•Fluent spoken Chinese is required for coordination with China-based managementand technical teams.•Good written and spoken English is required for communication with Singaporemerchants, acquirers, banks, and payment partners.•Able to prepare clear emails, meeting notes, project trackers, merchantupdates, and management reports.•Singapore Citizen or Permanent Resident is preferred.Preferred Qualifications•Prior experience with a payment company, PSP, acquirer, payment gateway,fintech company, bank merchant-acquiring team, POS payment company, QR paymentprovider, or merchant-services team.•Hands-on experience in merchant onboarding, payment-channel operations, accountmanagement, payment integration coordination, reconciliation, or settlementoperations.•Familiarity with Visa/Mastercard acquiring, chargebacks, fraud monitoring,VAMP, rolling reserves, RDR, Ethoca, TC40 / TC15, or similar payment-riskconcepts.•Experience working with China-based technical or operations teams.•Ability to independently manage assigned acquirer, payment partner, andmerchant relationships after onboarding and training.Key Attributes•Operations-focused and service-oriented, rather than purely sales-driven.•Practical, hands-on, and comfortable following matters through to resolution.•Strong stakeholder-management and cross-functional coordination skills.•Commercially aware while remaining attentive to compliance, settlement, andpayment risk.•Able to work independently in a fast-moving payment environment.•Calm and structured when handling multiple urgent operational issues.Role ObjectiveThe objective of this role is to ensure referred merchants areonboarded efficiently, payment integrations and partner projects areimplemented successfully, and day-to-day merchant and acquirer operations aremanaged accurately and promptly. The role is responsible for maintainingeffective coordination among merchants, payment partners, Compliance, Finance,Risk, management, and technical teams, while supporting sustainable transactionvolume with manageable operational and card-scheme risk.