Payment Operations Lead

Position overview

The main responsibility of the Payment Operations Lead is to guarantee the “end-to-end” execution of all payment related activities to ensure all internal and external parties receive timely, accurate, and complete delivery of services to a high standard, within the frame of the payments execution and authorization policies.

The Payment Operations lead is a key member of the organisation: proactiveness, accountability, leadership and ownership are some of the attributes the person should be equipped with to succeed in the position.

It is expected the individual in this position organises the workload of the team, motivating payments analysts to reach objectives. It is expected as well to have a very good understanding of Xapo products and the operational processes related to them.

The Payments Operations Lead is usually leading or participating in cross-functional work groups and projects for improving or building processes.

Also will be a point of contact with banking or related partners to deal with operational matters such as investigations, exchanges of information, submission of forms and management of banks portal users.

Responsibilities

• Organise the Payments team workload
• Guarantee a smooth Payments execution, making sure SLAs are met. 
• Supervising and motivating the work of the Payments Analysts, maintaining an ongoing communication to ensure the operation, making sure organisational and team's vision and goals are followed
• Managing the operational relation with external partners
• Be the voice and represent the Payments team in the SATs (strategic aligned teams) instances. Make sure communication with other teams is fluent generating the spaces or means for teams to interact better so efficiencies are obtained
• Developing, maintaining, improving and implementing policies, processes, and procedures
• Identifying, proposing and documenting processes and internal control improvements to help to achieve best industry practice
• Monitor and collect transactional metrics to understand payment performance, issues, and areas of improvements. 
• Inquiries-exception handling and resolution as needed, within agreed upon internal SLAs 
• Liaising with internal or external audits to provide operational information requested
• Maintain an ongoing communication with stakeholders to understand business needs, identifying and pushing proactively for solutions or improvements in processes and systems
• Collaborating with identifying and fixing technical and informational issues
• Continuous communication with stakeholders to guarantee a smooth operation
• Monitoring system's behaviour to ensure an ongoing inflow and outflow of information, reporting a case if something is not working as expected
• Trace and control financial services provider’s charges, fees or costs
• Publishing team and operating performance metrics to be consumed by the Management

Skills needed

• Relevant experience working in Operations departments, ideally from a bank, fintech, payments or any finance-related institution
• Bachelor's degree or equivalent in Business Administration or a related field
• Very good understanding of correspondent banking, cross border and local payments systems
• Very good understanding of crypto payments
• Direct exposure to payment processes in either domestic or cross border payments. Experience in crypto payments execution is a plus
• Team player and moreover, team-builder
• Strong work ethics, ability to prioritise, manage multiple tasks and execute in a dynamic environment.
• Systems oriented. Good understanding of back and front bank systems, operation and integration to other tools.
• Very good communication skills. Ability to read, write and speak fluent English
• Strong analytical and problem-solving skills
• Data oriented. Advanced excel or database skills. High attention to details.
• Interested in technology and cryptocurrencies
• Must be able to work with minimal supervision
• Organised. Proactive. Self-starter
• Keen on problem-solving and an attitude to adopt solutions into our daily ways-of-working
• Nice to have experience in some of these tools: Jira, Confluence, Miro, Trello, Finastra, any Core Banking Platform, Excel, G-Suite, Slack, Zoom
• Keen on problem-solving and an attitude to adopt solutions into our daily ways-of-working

Other requirements

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• Devices and other essential equipment that meet minimal technical specifications.
• Alignment with Our Values and the Xapo Values-Driven Leadership principles.

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