Operations and Transaction Support Officer

ABOUT ISEND

ISEND GLOBAL is a cross border payment institution having multiple licenses in multiple jurisdictions. We specialize in cross-border remittance and payment solutions, enabling individuals and businesses to transfer money securely to 100+ countries. With operations spanning Singapore, Australia, the USA, Japan, and South Korea, iSend is committed to transparent, fast, and cost-effective international money movement.

ROLE SUMMARY

This is an onsite role and the office location is Noida sector 62, New Delhi. The Transaction Support & Operations Officer is the backbone of iSend's day-to-day payment processing activities. This role ensures that all inbound and outbound remittance transactions are processed accurately, efficiently, and in compliance with regulatory requirements. The officer serves as the first line of operational support for transaction exceptions, customer escalations, and payout partner queries.

KEY RESPONSIBILITIES

•    Monitor and process remittance transactions across all corridors and payment channels in real time, ensuring timely and accurate payout to beneficiaries

•    Investigate and resolve transaction exceptions, payment failures, payout delays, and beneficiary disputes in coordination with banking and payout partners

•    Review and action transaction queues flagged by the compliance or AML/CFT screening system, escalating suspicious transactions appropriately

•    Liaise with payout partners, correspondent banks, and agents in 100+ countries to resolve settlement queries and trace missing or delayed payments

•    Handle customer escalations related to transaction status, delays, reversals or refunds in coordination with the customer support team

•    Perform end-of-day reconciliation checks on transaction volumes, processed amounts and payout confirmations

•    Maintain accurate records of all transaction exceptions, resolution actions and escalations in the operations log

•    Assist in the onboarding and testing of new payout corridors, banking integrations and payment rails

•    Ensure all operational processes comply with regulatory requirements, internal AML/CFT policies and FATF guidelines

•    Prepare daily and periodic operational reports including transaction volumes, success rates, exception rates and SLA performance

•    Identify recurring operational issues and propose process improvements to enhance transaction throughput and reduce failure rates

•    Support IT team for system enhancements and new product features affecting transaction processing

QUALIFICATIONS & REQUIREMENTS

•    Diploma or Bachelor's degree in Business, Finance, Banking, Information Systems or a related field

•    Minimum 1 to 2 years of experience in payments operations, banking operations or financial services back-office

•    Familiarity with remittance, cross-border payments or fintech transaction processing workflows

•    Strong attention to detail and ability to manage high volumes of transactions accurately

•    Good problem-solving skills with the ability to prioritize and resolve issues under time pressure

•    Proficiency in Microsoft Office (Excel, Word) and ability to work with operations dashboards and transaction management systems

•    Good written and verbal communication skills in English.

PREFERRED SKILLS & EXPERIENCE

•    Experience in a licensed payment institution, bank or remittance operator is preferred.

•    Knowledge of AML/CFT screening tools and transaction monitoring systems

•    Understanding of KYC/CDD processes and their operational implications

•    Experience with API-based payment platforms or fintech operations tools is preferred.

WHAT WE OFFER

•    Competitive salary package with performance-based incentives

•    Opportunity to work in a fast-growing, MAS-licensed fintech company

•    Dynamic and inclusive multicultural work environment

•    Professional development and career growth opportunities

•    Exposure to global payment networks and cross-border financial operations

•    Flexible and collaborative workplace culture.