Operations Manager - Payment

About the role

This role involves leading payment operations, including incident management, contingency planning, and root cause analysis for various payment systems and partners. The manager will ensure compliance with Central Bank regulations and internal policies, while also coordinating dispute handling, refunds, and fraud prevention measures. Success in this position means maintaining smooth, compliant, and efficient payment processes.

The Operations Manager will be responsible for managing all payment products, from reconciliation and settlement to fund transfers and reversals. This includes overseeing operational service level agreements with banking partners, payment processors, and technology vendors. The role also supports customer operations by handling critical escalations and sensitive complaints involving regulators, ensuring proper resolution.

Collaboration is key, as this position requires working closely with Product, Engineering, Compliance, Risk, Legal, Finance, and Customer Experience teams. The goal is to enhance operational efficiency, scalability, and overall customer satisfaction. The manager will also define and monitor operational KPIs and performance metrics to support strategic decision-making.

The annual salary for this position ranges from $90,000 to $190,000.

Skills that matter here

• Pix: This role requires managing operational incidents and payment processes related to Pix.
• payment operations: The role leads all aspects of payment operations, including reconciliation, settlement, and fund transfers.
• operational incidents: The manager will lead incident management, including response, contingency planning, and root cause analysis.
• SLAs: Experience managing service level agreements with financial partners and third-party vendors is necessary.
• operational KPIs: The role involves defining and monitoring key performance indicators to support operational efficiency.
• Central Bank regulated operations: Knowledge of Central Bank regulations and payment ecosystem requirements is essential for ensuring compliance.

Who this role suits

• A candidate with a proven background in fintech, digital banking, or payment institutions.
• Someone who is hands-on, structured, and execution-oriented, capable of managing complex operational tasks.
• An individual with strong communication and crisis management skills, able to handle sensitive situations effectively.
• A professional who thrives in a cross-functional environment, collaborating with various teams to improve processes.

From the employer

• Lead operational incident management involving Pix, SPI, DICT, banking partners, payment providers, and internal systems, including incident response, contingency planning, business continuity, root cause analysis, and operational governance.
• Ensure operational adherence to Central Bank regulations, payment schemes, and internal compliance policies.
• Coordinate dispute handling, refunds, chargebacks, MED processes, precautionary blocks, fraud prevention, and sensitive operational cases.
• Lead payment operations across all payment products, including reconciliation, settlement, fund transfers, reversals, operational SLA management with banking partners, payment processors, technology vendors and third-party providers.
• Support customer operations and critical escalations and regulatory channels, ensuring proper handling of sensitive complaints involving regulators.
• Define and monitor operational KPIs, service performance metrics, and executive dashboards to support strategic decision-making and operational efficiency.
• Work closely with Product, Engineering, Compliance, Risk, Legal, Finance, and CX teams to improve operational efficiency, scalability and customer experience.

• Proven experience in fintech, digital banking and payment institutions.
• Strong knowledge of Pix, payment operations, digital accounts, reconciliation, settlement, customer operations and backoffice processes.
• Experience managing operational incidents, SLAs, financial partners and third-party vendors.
• Strong analytical and problem-solving skills with experience managing operational KPIs.
• Knowledge of Central Bank regulated operations and payment ecosystem requirements.
• Experience working cross-functionally with Product, Engineering, Compliance, Risk, Legal, Finance and Customer Support teams.
• Hands-on, structured, resilient, and execution-oriented profile.
• Strong communication and crisis management skills.

• Shape the future with the world’s leading blockchain ecosystem.
• Collaborate with world-class talent in a user-centric global organization with a flat structure.
• Tackle unique, fast-paced projects with autonomy in an innovative environment.
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning.
• Competitive salary and company benefits.
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team).