Responsibilities
- Lead Daily Operations - Own shift planning and ensure proper coverage across US business working hours
- Ensure tasks are completed on time and meet quality standards (SLAs)
- Monitor payments workflows and quickly address any delays or issues
- Ensure consistent delivery against quality and performance standards
- Manage Communication & Escalations - Act as the main point of contact for payment operation issues during US business working hours
- Own and drive resolution of high-priority escalations
- Communicate clearly with customers and internal stakeholders
- Provide timely updates to leadership on critical issues and progress
- Lead RCA preparation for major incidents
- Work in collaboration with Support, Customer Success, Risk, Product and Engineering teams
- Drive Process Excellence - Follow and reinforce standard operating procedures
- Identify recurring issues and drive improvements
- Maintain high standards of accuracy, compliance, and consistency
- People Management - Lead, mentor, and support team members, including onboarding and ongoing development
- Build a High-Performing Team Culture
- Drive team engagement, motivation, and collaboration across shifts
- Develop Talent & Performance - Provide regular feedback, coaching, and performance evaluations. Identify skill gaps and create development plans for team members
Requirements
- 3+ years leading a team (payment ops, operations, fintech, or similar)
- Experience managing SLAs, escalations, and daily operational workflows
- Experience working with CRM and ticketing systems (e.g., Zendesk, Salesforce, Jira)
- Ability to handle high-pressure situations and make decisions quickly
- Strong communication skills, including simplifying complex issues
- Availability to support critical incidents outside working hours when needed
- A strong sense of ownership and accountability, with the ability to work independently and thrive in a fast-paced environment
Nice to Have
- Experience or familiarity with payment operations or financial workflows (e.g., ACH, wires, reconciliation)
Work Arrangement
Hybrid
Additional Information
- Available to work from the Medellín office (hybrid)
