FinTech Client #1 | Manager, Card Payment Delivery

On behalf of FinTech Client #1 SD Solutions is looking for a talented Manager Card Payment Delivery

This role is responsible for directly leading a team of 710 payment delivery agents who process payments accurately securely and on time. This role is focused on the day-to-day: coaching agents in the moment driving consistency and quality across the team and keeping the operation running efficiently against tight SLAs and daily targets.

Our card payment delivery operation is high-volume and task-oriented and the quality and speed of the teams work has a direct impact on customer satisfaction and company revenue. The ideal candidate is a metrics-driven operator who knows how to motivate and get the most out of a front-line team holds a high bar for customer experience and actively leverages AI and modern tooling to make the team faster more consistent and more effective.

SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.

Responsibilities:

• Coach and develop the team day-to-day. Provide real-time hands-on coaching feedback and support to 710 operations agents; conduct regular 1:1s quality reviews and skill-building to accelerate ramp and raise individual performance.

• Drive consistency and quality. Ensure agents follow standard operating procedures and quality standards consistently reducing variability across the team and maintaining accurate secure and timely payment processing.

• Own daily execution against SLAs. Manage queues workload distribution and throughput in a high-volume environment to consistently meet or exceed service-level agreements and turnaround targets.

• Lead with data and metrics. Monitor KPIs and dashboards daily identify trends and outliers and use the numbers to direct the teams focus address performance gaps and continuously improve efficiency and effectiveness.

• Be AI-forward. Champion the adoption of AI and automation tools within the team; identify repetitive or manual tasks that can be streamlined and coach agents on using these tools to work faster and more accurately.

• Uphold high customer experience standards. Hold the team to an excellent bar for the payment experience delivered to customers and their suppliers and resolve day-to-day escalations quickly and thoroughly.

• Motivate and engage the team. Create an energized accountable team culture that sustains high performance in a fast-paced repetitive SLA-bound operation; recognize strong work and address performance issues promptly and fairly.

• Report on team performance. Provide leadership with regular accurate updates on team metrics productivity quality and operational issues including early flags on emerging risks.

• Collaborate across teams. Partner with adjacent Card Team and Customer Support partners to keep work flowing smoothly and to surface and resolve recurring issues that affect the teams output.

Requirements:

• 3 years of front-line / direct people management experience in a high-volume operations role (e.g. collections payment operations contact center or similar SLA-bound task-oriented environment).

• Demonstrated success managing and developing a team of front-line agents including early-career staff with measurable improvement in productivity and quality.

• Proven ability to drive performance against KPIs and SLAs in a fast-paced high-volume operation.

• Strong data and metrics orientation comfortable working with dashboards reporting tools and datasets to manage the team and identify opportunities to improve.

• A hands-on coaching-first leadership style with a track record of motivating and engaging teams.

• Genuine interest in and willingness to adopt AI and automation tools to improve team efficiency and effectiveness.

• High bar for customer experience and a strong sense of ownership over quality and outcomes.

• Bachelors degree in Business Finance Operations Management or a related field or equivalent practical experience.

• Experience in payments fintech banking or card operations is a plus; familiarity with card payment concepts (authorization settlement chargebacks) is strongly preferred.

Skills:

• Proficiency with Salesforce Zendesk MS Excel and Google Suite.

• Strong analytical skills and comfort using reporting tools and dashboards to track performance and spot trends.

• Excellent coaching communication and interpersonal skills with high attention to detail.

• Ability to prioritize organize and manage a teams workload effectively in a dynamic high-volume environment.

• Comfort working with and championing AI-enabled tools in daily operations.

About the company:

A well-funded fintech unicorn operating a cloud-based global payables automation platform. Enterprises use it to streamline supplier payments mass payouts and AP operations across international markets replacing manual finance processes with automated audit-ready workflows.

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