Payment Provider Evaluation: Researched and assessed payment providers across target regions. Analyzed offerings, pricing models, and technical compatibility to support business goals.
* Payment Provider Integration: Led end-to-end integration of new payment partners. Collaborated cross-functionally with IT, Finance, and Operations to ensure smooth and timely implementation.
* Chargeback Management: Oversaw chargeback workflows. Coordinated with internal teams to respond to disputes efficiently and minimize financial exposure while ensuring regulatory compliance.
* Operational Excellence: Managed daily payment operations, monitored transaction performance, identified issues, and implemented corrective actions to maintain uninterrupted processing.
* Cost Optimization: Negotiated with payment providers to achieve the best cost-to-performance ratio and reduce transaction expenses.
* Anti-Fraud System Configuration: Partnered with the Security team to configure and continuously improve anti-fraud systems, enhancing fraud detection accuracy and efficiency.
* Data Analysis & Reporting: Utilized analytics tools to monitor payment KPIs, transaction volumes, approval rates, and fraud trends. Produced regular reports to support strategic decision-making.
* Approval Rate Optimization: Developed and executed strategies to increase payment approval rates through provider optimization, A/B testing, and routing logic improvements.
* Cross-Functional Collaboration: Worked closely with Product and Marketing teams to improve payment-related user experience and conversion rates.

*Gather client requirements for PSP integrations.
*Develop business flow documentation.
*Create and execute delivery plans.
*Monitor integration progress and resolve issues.
*Collaborate with product heads to deliver top-notch payment solutions.

* Management and administration of the department
* Creatand implementing a back-office strategy in accordance with the company’s global strategy
* Analyzing on a constant basis the department activity, payment systems activity, suspicious activity, KYC, AML procedures etc.
* Ensuring compliance with international L&C procedures
* Management the procedure of customers verification, account establishment, maintenance and closures
* Management the processing of all customer deposits and withdrawals in a timely manner
* Investigating and resolving potential issues arising from customer deposits, withdrawals or client activity
* Liaising with other departments to escalate and resolve all client issues in a timely manner
* Management of searching and attraction of the best PSP (payment system providers)* Managing the implementation of PSP solutions in the Back Office
* Monitoring the efficiency of cooperation with various PSP, risk assessment and management
* Reviewing the automation of Back Office and replacing manual processes with automated systems where required
* Preparation of back office procedures, policies, terms & conditions, contracts and relevant disclaimers
* Controlling over the reconciliation of all financial assets of the company
* Preparation of various internal and regulatory reports
* Management the training of relevant staff to ensure continuing competence* Coaching and motivating teams to achieve productivity and engagement

*Dispute handling for various types of financial transactions, which includes the following: T&E, web transactions, fraud alerts.
*Monitoring the fulfillment of requirements for disputed cases of the company's clients at the following stages (Retrieval Requests, Chargebacks, Re-presentations, Pre-arb, Arb).
*Investigation of claims received from other companies.
*Process incoming requests from other companies (requests to cancel the authorization, to confirm the successful completion of the transaction, Good-Faith Letters).

*Preparation of the necessary documentation for the contestation process.

*Monitor compliance with IPS rules related to transactions and compliance with IPS technology requirements when applying for requests, transfers, resubmissions.

*introduction of correspondence with service companies (PSP) on matters of concern.*Develop methodological documents.*Team motivation.

*Monitoring of customer satisfaction of the company

*Development and launch of activities to increase the motivation of agents (together with business results).

*Monitoring the quality of customer service and compliance with statistics standards by agents of the contact center and company stores.

*Analysis of the productivity of the company's divisions.

*Control over the reading of statistics norms by agents of the center and the trading group.

*Creation of a referral business process.*

*Analysis of the company's performance.Resolution of conflict situations with clients.

*Development and launch of activities to increase the motivation of agents (together with business results);
*Monitoring the quality of customer service and compliance with statistics standards by agents of the contact center and company stores;
* Creation of business processes and control of their observance; Development of front-offices of the company;
*Management of service centers;
* Control and resolution of complaints, lawsuits;
* Analysis of the productivity of departments;
* Processing of internal complaints (resolution of disputes and clarification of internal regulations);

* Monitoring the performance of a group of agents to achieve goals;
* Handling complaints about the work of the contact center;
* Control of customer satisfaction of the company;

* Identification of the needs of subscribers to contact the contact center;
* Reception of incoming calls;
* Consultation of subscribers;