About the Company
SUNRATE is a global payment and treasury management platform for businesses worldwide. Founded in 2016, SUNRATE has been recognised as a leading solution provider and has enabled companies to operate and scale both locally and globally in 190+ countries and regions with its cutting-edge proprietary platform, extensive global network, and robust APIs. With its global business headquarters in Singapore and offices in Hong Kong, Jakarta, London, and Shanghai, SUNRATE partners with the top global financial institutions, such as Citibank, Standard Chartered, Barclays, J.P. Morgan. SUNRATE is also the principal member of Mastercard, Visa, and UPI.
About the Role
As a Business Operations Associate, you’ll support the day-to-day operational success of our institutional clients. You’ll handle customer communications, track performance metrics, assist with reconciliations and reporting, and help improve processes as we scale.
Responsibilities
Client operations & support
- Be a frontline post-sales contact for operational requests and issues (tickets/Slack/email).
- Coordinate internally (Product/Engineering/Risk/Compliance/Partners) to resolve issues.
- Maintain clean communication: timely updates, clear action items, and follow-ups.
Metrics & reporting
- Track core operational KPIs (approval rate, decline reasons, dispute rate, settlement timing, top-up success rate, support SLAs).
- Prepare weekly/monthly reporting packs and client-facing updates.
Reconciliation & issue investigation
- Support daily/weekly reconciliation across funding/top-ups, settlements, refunds, disputes/chargebacks, and fees.
- Investigate mismatches and document root causes with guidance from senior team members.
Process & documentation
- Maintain SOPs, runbooks, and client FAQs.
- Identify recurring issues and propose small workflow improvements/automation.
Nice-to-have: onboarding/implementation support
- Assist with client onboarding checklists (requirements gathering, UAT coordination, reporting setup).
- Help maintain implementation templates and track launch readiness.
Qualifications
- 1–3+ years experience in ops / customer ops / support / customer success in fintech, payments, SaaS.
- Excellent written communication and stakeholder coordination.
- Comfort with data in spreadsheets; ability to spot anomalies and trends.
- High attention to detail, reliability, and ownership.
Required Skills
- Exposure to cards/payment ops (auth/settlement, disputes, chargebacks, decline analysis).
- Basic reconciliation experience (balances, transactions, fee breakdowns).
- SQL/BI (Metabase/Looker) or light automation (Zapier/Retool/Apps Script).
Preferred Skills
- Independently manage a queue of client requests with strong SLA performance.
- Produce consistent KPI reporting and escalate anomalies early.
- Contribute to at least 2 SOPs / runbook improvements and reduce recurring issues.
