Payment Operations Manager (Chargeback)

About the Role

Behtar Technology operates multiple consumer platforms — Dostt, Gyan TV, Eaze, Astrolokal that process high volumes of digital payments across cards (Visa, Mastercard), UPI, and net banking. This role owns three interconnected areas: payment gateway routing and cost optimisation, success rate monitoring and improvement, and dispute/chargeback management at the gateway level.

These three functions form a closed loop — routing decisions affect success rates, success rates surface which gateway-instrument pairs underperform, and dispute patterns feed back into routing logic. One person owning all three means faster iteration and no handoff gaps. This role is being established to bring analytical rigour and operational ownership to payments, transitioning institutional knowledge currently held by the business team.

What You Will Own

PG Routing & Cost Optimisation

• Own routing logic across payment gateways (Razorpay, PayU, Cashfree, or equivalents) — deciding which gateway handles which transaction type, instrument, and ticket size
• Continuously test routing configurations to find the best combination of success rate and effective gateway cost
• Negotiate and track gateway pricing, MDR slabs, and settlement terms; flag opportunities to reduce blended PG cost
• Maintain a routing playbook with rationale for each configuration change and its measured outcome

Success Rate Monitoring & Improvement

• Monitor SR daily across gateways, payment instruments (UPI, cards, net banking), and platforms
• Identify drop patterns — gateway outages, bank-side failures, instrument-specific degradation — and escalate to gateway account managers with data
• Run structured A/B routing experiments to isolate SR improvement levers
• Own a live SR dashboard; set thresholds and alert protocols for anomalies

Dispute & Chargeback Management (Gateway Level)

• Manage disputes end-to-end within gateway dispute portals (Razorpay, PayU dashboards) — this is not bank-level representment
• Make accept/contest decisions for all dispute categories — fraud, non-delivery, subscription billing, duplicate charges, and friendly fraud
• Build and maintain evidence packages for gateway dispute submissions across all platforms
• Ensure all responses are submitted within gateway-defined timelines; track dispute win rates by category

Fraud Detection & Abuse Prevention

• Maintain the risk scoring framework for friendly fraud detection across platforms
• Flag and action high-risk accounts per the policy thresholds (Low → Critical)
• Work with product and engineering to ensure the right usage logs, coin consumption records, and OTP/2FA data are captured

Reporting & Policy Ownership

• Report to Finance and senior leadership on SR trends, PG cost, dispute win/loss rates, and financial exposure from disputes
• Maintain evidence records per retention requirements 
• Own and maintain the Chargeback Policy SOP; update as payment methods, platforms, or gateway terms evolve
• Train support and product teams on their evidence responsibilities under the policy

Requirements

Must-Have

• 3–6 years in payments operations, fintech operations, or a gateway-facing role
• Hands-on experience with payment gateway dashboards (Razorpay, PayU, Cashfree, or equivalent) — routing configuration, SR reporting, dispute portals
• Strong analytical instinct — comfortable slicing SR data by gateway, instrument, time window, and platform to isolate root causes
• Experience managing disputes at the gateway level: reading dispute reasons, compiling evidence, submitting responses within deadlines
• Working knowledge of friendly fraud patterns and detection
• Ability to make fast, defensible accept/contest decisions under deadline pressure

Good to Have

• Experience running routing experiments or A/B tests across multiple gateways
• Familiarity with MDR structures, gateway pricing negotiations, and cost benchmarking
• Exposure to digital goods or virtual credits/coins platforms where consumption data is the primary dispute evidence
• Experience building or improving payment ops SOPs or risk scoring frameworks
• Basic SQL or data querying skills to pull SR and dispute reports independently