Manager Payments Operations
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Job Summary
The Manager of Payment Operations assumes a pivotal leadership position within Entratas Merchant Services organization. This role encompasses the oversight of Payments Specialists located in the Pune India Office. A key responsibility is ensuring the accurate and timely processing of Proof of Authorizations(POAs) Merchant Account Terminations Chargebacks and Claims all while adhering to established Service Level Agreements (SLAs).
Reporting to Merchant Services leadership the Manager of Payment Operations functions as a central coordinator for internal teams spanning the US and India office. The position is also responsible for supporting internal and external audits driving compliance efforts and championing continuous improvement through the refinement of processes and Standard Operating Procedures (SOPs).
This role is permanently situated in Pune India and involves the management of Payments Specialists while providing support to cross-functional stakeholders across the ResidentPay and Resident Portal product lines and supporting the automation of tasks over time.
Core Responsibilities Include
- Processing Proof of Authorizations (POAs) Termination of Merchant Accounts Chargebacks and Claims.
- Providing effective responses to underwriting concerns both internal and external with an SLA target of 12 business days.
- Mitigating organizational risk through the execution of sound risk-conscious decisions that align with established company policies and payment standards.
- Processing merchant account terminations in an expeditious manner and ensuring that all merchant accounts/MIDs remain current and accurate.
- Updating and monitoring appropriately in Client Admin google sheets and any systems related to payment operations.
- Maintaining and reporting comprehensive metrics for all payment operations tasks.
- Providing assistance to other departments and clients concerning payment transactions and facilitating effective issue resolution.
- Leading and conducting internal audits to ensure strict adherence to policy process and quality standards.
- Leading external compliance audits and ensuring successful outcomes.
- Training mentoring and onboarding new employees as well as providing ongoing coaching and performance development to direct reports.
- Approving or declining Paid Time Off (PTO) requests submitting timecards for direct reports and supporting performance accountability which includes implementing corrective action plans when necessary.
- Communicating critical issues potential risks and necessary escalations to senior management concerning the team.
- Driving process improvement through the development and maintenance of SOPs checklists comprehensive documentation application forms and departmental policies.
- Supporting the automation of tasks to create maintain and increase rigorously to all company and department policies and consistently demonstrating Entratas core values.
- Supporting special projects and providing assistance to the Vice President of Payment Program Management.
- Assisting other departments as necessary to achieve company-wide objectives.
Minimum Qualifications
- A minimum of three (3) years of experience in merchant services underwriting payments operations risk management or a related financial operations field.
- A minimum of one (1) year of people management experience including demonstrated proficiency in coaching performance management and team development.A strong comprehensive understanding of payments and payment workflows including risk evaluation methodologies and documentation standards.
- Demonstrated ability to effectively manage competing priorities and consistently meet SLAs within a dynamic fast-paced operational environment.
- Experience working collaboratively with external partners such as banks processors or payment networks.
- Proficiency in Microsoft and Google Suite (Expertise in Excel Google Sheetsincluding formula construction and management of reporting/metrics is required).Exceptional attention to detail and a proven capacity to produce consistent high-quality work.
- Demonstrates clear concise and professional verbal and written communication skills.
- Strong organizational acumen with the ability to establish clear priorities collaborate effectively cross-functionally and consistently achieve objectives.
- The ability to maintain productive positive and cooperative professional relationships both internally and externally.
Preferred Qualifications
- Experience utilizing payment processing platforms and tools
- Familiarity with payment processing rules regulations and compliance audit standards.
- Experience leading both internal and external audits within a regulated or compliance-driven environment.
- Proficiency with Google Suite.
- Working knowledge of SQL and comfort with utilizing datasets for operational reporting.
Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity protected veteran status or any other applicable characteristics protected by law.
Its a great place to work! Will you join us
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Manager
Key Skills
- Google Analytics
- Fund Management
- Apparel
- Bus Driving
- Banquet Server
About Company
Entrata property management software connects all of your property data and processes, allowing you to create better experiences for everyone. Better property management software.
