Merchant Operations Manager

Location:

Reporting To:

Compensation:

Role Overview

KTC Group is seeking a Merchant Operations Manager to own and protect the health of all merchant accounts across our businesses, including OTA Travel Services (KTC, SSTH, RRT) and future group ventures. This is a high-responsibility role focused on merchant account onboarding, risk monitoring, and coordination with internal teams and external processors.

This role is not execution-only. The Merchant Operations Manager is expected to drive outcomes, identify risks early, and ensure merchant accounts remain compliant, stable, and scalable.

Key Responsibilities

• Merchant Account Ownership
• Own end-to-end health of all merchant accounts.
• Monitor daily alerts, chargeback ratios, RDR / Ethoca / Verifi status, and threshold risks.

Act as the single point of accountability for merchant account stability.

• Merchant Account Onboarding & Growth
• Apply for and manage new merchant accounts.
• Prepare and submit underwriting documentation.
• Work closely with underwriters, processors, and banks during onboarding and reviews.
• Maintain diversification across processors to reduce risk concentration.

Risk & Chargeback Oversight

• Coordinate with the chargeback and support teams to ensure timely dispute handling.
• Track trends, root causes, and risk indicators (without directly processing chargebacks).
• Ensure RDR and early-warning systems are correctly configured and active.

Cross‑Functional Coordination

• Work with accounting, support, and operations teams to ensure compliance and timely actions.
• Escalate critical risks to leadership proactively.
• Maintain internal checklists, SOPs, and reporting related to merchant risk.

Preferred Experience & Skills

• 3–7 years experience in Merchant Operations, Payments Operations, Risk Operations, or Fintech Operations.
• Bachelor’s or Master’s degree in Business Administration (BBA/MBA), Commerce (B.Com/M.Com), Finance, Accounting, or a related field
• Hands-on experience working with merchant processors, acquirers, or payment gateways.
• Familiarity with US market processors and gateways such as NMI, Authorize.net, or similar platforms is a strong plus.
• Experience with processors such as PayCompass, Seamless Chex, Connexpay, or comparable high-risk / travel-focused providers is a plus.
• Prior experience coordinating with underwriting or risk teams.
• Strong attention to detail, follow-through, and ownership mindset.
• Ability to work independently and push cross-team execution.

Authority & Expectations

• Authority to coordinate and drive actions across internal teams related to merchant risk.
• Direct access to leadership for escalations.
• Expected to operate with a high degree of trust, discretion, and accountability.