Manager, Payment Operations

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee the daily Payment Operations function that supports the Circle Payments Network.

• Ensure operational coverage, queue performance, escalations, investigation quality, team capability, and process execution in a 24/7 environment.

• Design shifts, rosters, coverage strategies, handoffs, leave schedules, surge plans, and holiday arrangements.

• Manage live queues, triage partner inquiries and identified exceptions, and resolve tasks within SLA.

• Act as the primary escalation point and direct issues to Engineering, Product, or partner-facing leadership.

• Develop and implement analyst onboarding, continuous training, certification, competency enhancement, and improvement plans.

• Establish and manage the quality control program, which includes case sampling, calibration, error categorization, investigation standards, and feedback mechanisms.

• Oversee operational metrics such as TTA, TTR, SLA compliance, as well as volume and failure trends.

• Generate the weekly operations report and clarify the metrics reported.

• Create and update SOPs and runbooks, while managing process change communication, training, adoption verification, and measurement.

⛳️ Requirements

• 8+ years of experience in payment operations, payment investigations, settlement operations, or a similar operational role within a payments company, fintech, or bank.

• 2+ years of direct experience managing a team of operations analysts in roles such as Team Lead, Assistant Manager, or Manager, with accountability for output.

• Hands-on responsibility for at least one complete shift roster in a 24/7 or extended-coverage operation.

• Proven track record in training and development, guiding analysts from novice to independent contributors.

• Demonstrated experience in process management and documentation, with a focus on writing SOPs and runbooks.

• Expertise in cross-border payments, including correspondent banking, SWIFT/MT103, local rails, reconciliation, exception handling, and settlement investigations.

• Proficient in working with data, establishing targets, monitoring progress, and justifying results.

• Familiarity with stablecoins, crypto rails, or digital assets is advantageous.

• Active engagement with AI tools and a perspective on their operational applications is a plus.

🏝️ Benefits

• Flexible work environment.

• Inclusive and equal opportunity workplace.

• Interview accommodations and support for candidates with disabilities.