Product Operations – Fintech / Payments

About the Role

This role is responsible for the day-to-day operational stability of our payment products. You will actively work with Partnerships, Operations, Product, and Engineering to manage downtimes, API issues, SOPs, operational codes, and service reliability metrics. This is not a generic operations role; it requires someone who understands payment flows, partner behaviour, and how systems react under failure.

What You Will Actually Do

1. Work with Partners on Downtimes & API Issues

• Identify partner-side API anomalies (incorrect statuses, delayed callbacks, response mismatches).

• Share clear reproduction steps, logs, and timestamps for escalation.

• Track partner TAT on bug fixes and downtimes; push for faster resolutions.

• Maintain a partner-issue register with impact, timelines, and closure notes.

2. Work with Operations on Manual Transaction SOPs

• Work with the Tazapay Operations Team to streamline and build SOPs for:

  • Manual retries

  • Manual capture/refund flows

  • Return/reversal handling

  • Any generic exception
    
    
    

3. Maintain Error Codes, Purpose Codes & Mapping Tables

You will be the owner of all “configurations that defines product behaviour”, including:

• Merchant-facing vs. Internal error code mapping

• Partner-specific error code overrides

• Unified error catalogue (across products and partners)

• Purpose codes for UPI/Payouts/LRS

• Return codes, decline codes, status mappings

• Maintaining consistency across:

  • MIS

  • API responses

  • Dashboard displays

  • Internal logs

• Keep engineering, product, operations, and partnerships aligned on any changes.
  
  

4. Monitor SR, TAT & Orchestrate the Response

• Track Success Rate (SR) for each payment method and each partner.

• Monitor TAT for payment acknowledgements and updates 

• Identify drops/spikes in:

  • Failures

  • Unknown states

  • Delays

  • Specific PSP response patterns

• Trigger the correct internal response:

  • Alert Partnerships for partner degradation

  • Notify operations when manual intervention is needed

  • Pull Engineering for suspected regressions

  • Inform Product when behaviour indicates potential flow breakage
    
    

• Maintain an incident timeline and ensure closure.
  
  

What You Need to Be Good At

• Understanding of basic payment flows (payins, payouts, status lifecycle).

• Reading API logs, JSON responses, and mismatches.

• Writing clear SOPs and issue summaries.

• Managing multiple stakeholders during incidents.

• Strong ownership and ability to “connect the dots” across product + operations + partners.