Manager - Payment Operations

Nium, Global Leader in Payments

Nium, the global leader in real-time, cross-border payments, was founded on the mission to deliver the global payments infrastructure of tomorrow, today. With the onset of the global economy, its payments infrastructure is shaping how banks, fintechs, and businesses everywhere collect, convert, and disburse funds instantly across borders.  

Its payout network supports 100 currencies and spans 220+ markets, 100 of which in real-time. Funds can be disbursed to accounts, wallets, and cards and collected locally in 35 markets. Nium's growing card issuance business is already available in 34 countries. Nium holds regulatory licenses and authorizations in more than 40 countries, enabling seamless onboarding, rapid integration, and compliance – independent of geography. The company is co-headquartered in San Francisco and Singapore. 

We are looking for a key contributor to join our Client Operations team as a Payments Operations Manager. The chosen candidate will be aiding the Senior Manager - Customer Experience in managing the payment segment of the Payment Operations team and will also act as the first point of escalation for any client queries or when any internal support is required.  

The Payments Operations Manager will ensure that through their team, we achieve customer and operational excellence. Reporting to our Sr. Manager - Customer Experience, this role is tasked with the following key deliverables: 

• Overseeing the ongoing improvement, documentation, and maintenance of internal processes 
• Autonomy to carry out the job within parameters set by higher management
• Developing the team’s staff members through regular feedback sessions and day-to-day interactions
• Provide leadership, development and coaching of the team. Actively engaging and supporting the development of your team to ensure better performance and succession planning
• Making sure that both client escalations and internal escalations received are being handled properly by meeting a satisfactory resolution for the client efficiently while observing company policies
• Working closely with the Senior Analyst to ensure that all Payment Operations related tickets are being handled appropriately and in a timely manner 
• Overseeing investigations and handling any escalations relating to issues on client accounts or cards 
• Contributing to the Project Teams initiative by aiding in projects’ delivery and launch by carrying out tasks/actions that are assigned to the Payment Operations team 
• Weekly and monthly liaison with the Client Operations Manager to keep them up to date on status/progress/issues, etc. 
• Creating and delivering of monthly reporting to higher management
• Providing feedback and suggesting continuous ways of improvement to the Senior Customer Operations Manager
• Assisting with any external audit; preparation in relation to the reconciliation of cards and funding accounts balances 
• Other reports as requested on an ad-hoc basis 
• Creating and delivering appraisals and performance reviews
• Accountable for delivery of the recruitment, training, induction, and coaching strategy across the team
• Applying best practice, deliver continuous improvement strategies identified through both employee and client insight creating a positive change environment
• Contribute to the design and implementation of change Programmes and projects which impact the Client Operation team
• Perform any other duties that may be reasonably assigned from time to time
• Ensure effective and consistent communication throughout the team, encourage feedback and customer insight to enhance the clients’ experience
• Flexible working approach with additional hours required and on call outside of business hours, including public holidays and weekends

• You must possess a Finance related qualification at MQF Level 6 or higher
• Strong people management skills with previous experience in a similar leadership role within payments
• Previous experience with databases and SQL is an asset 
• Strong stakeholder management experience 
• Experience working with cross-functional teams across multiple time zones 
• Be proficient with Microsoft Office computer applications, with a very good command of Excel spreadsheets
• Possess excellent communication skills
• Willingness to positively represent the Nium brand and its values 
• Strong work ethic, good judgment, initiative, problem-solving and attention to detail
• Ability to inspire teams to work together on a common goal with cross-functional teams across multiple time zones
• Possesses a passion, curiosity, and energy for finance and IT
• Results orientated, proactive and can-do attitude
• Flexible working approach, with ad hoc additional hours when required

What we offer at Nium

We Value Performance: Through competitive salaries, performance bonuses, sales commissions, equity for specific roles and recognition programs, we ensure that all our employees are well rewarded and incentivized for their hard work. 

We Care: The wellness of Nium’ers is our #1 priority. We offer medical coverage along with 24/7 employee assistance program, generous vacation programs including our year-end shut down. We also provide a flexible hybrid working environment (3 days per week in the office). 

We Upskill Ourselves: We are curious, and always want to learn more with a focus on upskilling ourselves. We provide role-specific training, internal workshops, and a learning stipend. 

We Constantly Innovate: Since our inception, Nium has received constant recognition and awards for how we approach both our business and talent opportunities. Check out CNBC World’s Top Fintech Companies 2024.  

We Celebrate Together: We recognize that work is also about creating great relationships with each other. We celebrate together with company-wide social events, team bonding activities, happy hours, team offsites, and much more!  

We Thrive With Diversity: Nium is truly a global company, with more than 33 nationalities, based in 18+ countries and more than 10 office locations. As an equal opportunity employer, we are committed to providing a safe and welcoming environment for everyone.  

For more detailed region-specific benefits:  https://www.nium.com/careers#careers-perks  

For more information visit www.nium.com 

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