Manager, Payment Services

About the job Manager, Payment Services Our client is a vertical software company offering an integrated platform that streamlines payments and financial operations for its customers. Committed to innovation and security, the company delivers seamless payment experiences while maintaining strict compliance with industry regulations. Their collaborative team focuses on developing reliable, scalable financial technology solutions that enhance operational efficiency and drive long-term success. The Manager, Payment Services will play a key role in ensuring compliance with regulatory and industry standards while driving operational efficiency within the payments team. This role will oversee critical payment processes, including onboarding, underwriting, risk management, and compliance for a platform that processes billions in transactions. The ideal candidate is a strategic and tactical leader with deep payments expertise, capable of leading and developing teams, managing escalations, collaborating with payment processing partners, and continuously improving the merchant experience within payment operations. What You Will Do:Align team goals with broader organizational objectives and market trends, providing clear direction for the payments function. Build and maintain a strong team culture aligned with company values, including being people focused, teachable, driven, simple, and generous. Train and develop team members, set clear expectations, conduct frequent one-on-one meetings to document progress, manage performance documentation, and complete performance reviews. Monitor, report, and optimize key payment metrics to ensure team objectives are met. Investigate and resolve payment-related escalations efficiently across multiple channels, providing timely and accurate responses to internal and external stakeholders. Leverage data analytics and business intelligence tools to improve decision-making, streamline processes, and enhance productivity in underwriting and risk management, partnering closely with Business Operations to improve workflows, process updates, and task reporting. Work directly with payment processors, internal partners, and merchants to resolve issues, manage exceptions, and build strong, long-lasting operational relationships. Provide hands-on support for a select group of POS merchants during sales, implementation, and post-sale. Ensure internal policies and procedures are documented, up to date, adhered to, and consistently followed while supporting training initiatives and audit improvements. Oversee PCI compliance audits and certifications, including internal training and enforcement. Lead compliance filings, conduct detailed post-mortems on fraudulent activity, and implement new internal processes to mitigate future risk. Oversee portfolio risk management, including audits, account reviews, pricing reviews, and the implementation of risk controls. Stay informed about evolving payments regulations and ensure compliance with industry standards. What You Bring:Minimum of 5 years of experience in payments or fintech roles. At least 3 years of experience managing teams. Hands-on experience in SaaS Integrated Payments, Acquiring Processors, Payment Facilitators, or ISO environments. Extensive experience in payment processing, particularly in card, ACH, and digital wallet transactions. Strong expertise in risk and governance management, specifically in financial services or payments. Comfort working with technology and data systems in a fast-paced environment. Excellent written and verbal communication skills, with the ability to engage stakeholders at all levels. A proactive executor with the ability to work autonomously and in close partnership with internal and external stakeholders to drive action and solve problems. Strong time management skills with the ability to handle multiple priorities and adapt to a rapidly changing environment. Proven leadership and team management skills, including coaching, performance management, and team development. Analytical mindset with experience using data analysis and reporting tools to translate insights into actionable business recommendations.