• Lead initiatives to drive growth and operational excellence • Collaborate with cross-functional teams to align strategy and execution • Analyze market trends and customer feedback to shape product strategies • Design and implement processes to improve efficiency and engagement

• Lead and oversee the full APAC operations function, ensuring stable, secure, and efficient day-to-day production across customer support, incident resolution, chargebacks, fraud, and business-as-usual processing • Ensure operational excellence by maintaining high control standards, enforcing policies, workflows, and quality frameworks, and meeting agreed service levels • Act as the primary escalation point for critical operational issues, client concerns, and resource requirements to ensure timely resolution and minimal downstream impact • Drive continuous improvement initiatives, including process optimization, automation, and efficiency enhancements across operations • Manage risk and compliance by conducting ongoing risk assessments, ensuring adherence to security and regulatory requirements, and maintaining business recovery and continuity procedures • Lead capacity planning and resource management to support current operational demands and future growth • Collaborate closely with global stakeholders and regional teams to align operational objectives, share best practices, and support cross-functional initiatives • Oversee team leadership and development by setting clear goals, managing performance, conducting appraisals, and ensuring appropriate training and capability readiness • Monitor and report operational performance through management information and metrics, providing insights and recommendations where needed • Support departmental planning, including budget inputs and operational forecasting, to ensure sustainable and scalable operations

• Lead and mentor a team of Specialists, fostering a culture of ownership, collaboration, and continuous learning. • Drive the TechOps roadmap with a focus on: Product team support (PTS), Observability modernization, SDLC observability and DORA metrics, Infrastructure as Code (IaC) maturity. • Enable Change and Problem Management teams to leverage Datadog observability tools for evaluating release quality. • Partner with the Incident Response Team (IRT) to ensure monitoring efforts are focused on actionable, high-value alerts. • Collaborate to reduce false positives, validate operational and technical procedures, and improve alert tagging and mapping. • Support the IRT team in managing Datadog On-call and Incident Management workflows, including optimization of the Incident Management and On-call analytics dashboards. • Oversee implementation and optimization of CI/CD Observability pipelines to ensure Operational Readiness standards are met. • Champion automation of operational procedures to reduce toil and improve reliability. • Act as a liaison between TechOps, Engineering, Security, and IT to support developer productivity and platform goals.

• Manage day to day chargeback processes, timely resolution of cases, initiation of appropriate reason code for successful chargeback, representing cases of merchants with appropriate supporting documents, follow up with merchants for documentation and successfully defending the merchants from chargeback thru pro-active alerts and effective training. • Perform all level recon of funds position, balancing and reconciliation and corrective action on daily basis • Preparation and submission of accurate and timely postings of entries to respective GLs, analyze disputes, reversals, knocking off, exceptions and alert stakeholders on timely basis, with/on pendency or variations • Design chargeback reports and analyses, setting forth progress, adverse trends and appropriate recommendations or conclusions; develop, recommend and implement policies and procedures related to internal and external financial reporting, monitoring and analysis, merchant training etc. • Examine accounting systems and operations to ensure assigned activities are carried out in accordance with established policies and objectives; identify and implement revisions in accounting procedures or systems to increase efficiency of work flow, to reduce time and cost of accounting functions in order to increase card business revenue. • Develop processes and controls to reconcile chargeback accounts, recoveries, charges and publishing of monthly MI on the effectiveness of chargeback process. • Timely and quality response to merchant queries/complaints/service requests • Monitor daily rejects and processing within settlement time frame to ensure no financial loss • Ensuring compliance to bank’s internal control and compliance requirements, card schemes compliances, regional switch regulations. • Ensure that Bank’s Compliance and Regulatory procedures are followed. Ensure all functions are performed with zero errors and within expected TATs