The client is seeking a Director of Payment Operations to lead end-to-end transformation and scaling of customer payments services. This role will drive modernization across customer payments processing and application, postage and shipping product funding, payments reconciliation, automation and operational efficiencies, and the operational relationships with banking partners. The position operates strategically in a matrix environment and is responsible for delivering disciplined payments transformation and high performance across a specialist, cross-functional team.
Key responsibilities include developing and executing a multi-year roadmap to improve speed, reliability, and customer experience across payments channels, identifying automation opportunities, and serving as a subject matter expert influencing product, technology, and commercial decisions. The director will also oversee customer payments processing and ensure accuracy, timeliness, and compliance, own reconciliation of payments to accounts, define operational controls, SLAs, and escalation frameworks, and monitor relevant KPIs and cash flow metrics while reporting performance and risks to senior leadership.
The director will lead governance and performance oversight with banking partners, ensure compliance with applicable regulatory and risk frameworks, and stay current on payments regulations to maintain operational adherence. People leadership is a core part of the role, including leading and developing payments operations professionals, setting clear direction and accountability, building team capability for current and future needs, and recruiting and retaining specialist payments talent. Required qualifications include demonstrated leadership experience in payments operations or a related regulated environment, a proven track record in payments or financial services transformation, deep understanding of payment ecosystems and reconciliation and funding mechanisms, and experience managing third-party banking or fintech relationships with regulatory and compliance oversight.