Source-listed Remote Opportunities

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Payment Operations based in India. This role offers the opportunity to lead a critical payment operations function supporting a global, always-on payments network. You will oversee day-to-day operational performance across a 24x7 environment, ensuring strong queue management, timely resolution, effective escalations, and consistently high-quality investigations. The position combines people leadership with hands-on operational ownership, giving you direct influence over processes, performance, and team capability. You will develop analysts from onboarding through independent case ownership while establishing rigorous quality-control and training programs. You will also serve as a senior escalation point for complex payment issues and coordinate with Engineering, Product, and partner-facing leadership when required. This is an ideal opportunity for an experienced payments professional who enjoys building scalable operations and improving how teams deliver under demanding service-level expectations.

Own shift design, rostering, coverage planning, and operational handoffs across a 24x7 environment, including leave, holiday, and surge planning. Manage live operational queues, ensuring partner queries and detected payment exceptions are appropriately triaged, investigated, resolved, and closed within SLA. Own the operational escalation framework, personally handling the most complex cases and determining when issues should be escalated to Engineering, Product, or senior partner-facing stakeholders. Build and manage analyst onboarding, continuous training, certification, and competency-development programs. Develop analysts from initial onboarding through independent ownership of the full range of operational queries, using case performance to identify and address individual development needs. Establish and operate a quality-control program covering case sampling, investigation reviews, calibration, error classification, standards, and feedback loops. Monitor and own key operational metrics, including Time to Acknowledge (TTA), Time to Resolve (TTR), SLA compliance, volumes, and failure trends. Produce regular operational reporting and provide clear explanations of performance trends across shifts, partners, and payment rails. Develop, maintain, and continuously improve SOPs and operational runbooks to ensure documentation accurately reflects current practices. Lead process changes through effective communication, training, adoption verification, and performance measurement. Identify opportunities to improve operational efficiency, quality, scalability, and customer or partner experience. Remain hands-on in operational problem solving while providing leadership, coaching, and direction to the wider team. Requirements: 8+ years of experience in payment operations, payment investigations, settlement operations, or a comparable operations function within payments, fintech, banking, or financial services. At least 2 years of direct people-management experience leading payment or operations analysts as a Team Lead, Assistant Manager, Manager, or equivalent. Demonstrated accountability for team performance and operational output, with a willingness to remain actively involved in complex operational work. Hands-on experience managing at least one full shift roster within a 24x7 or extended-coverage operation, including coverage planning, exceptions, and resource allocation. Proven experience designing and delivering analyst onboarding, training, ramp-up, certification, and competency-development programs. Demonstrated experience creating and maintaining SOPs, runbooks, operational documentation, and process standards. Strong knowledge of cross-border payments, including correspondent banking, SWIFT/MT103, local payment rails, reconciliation, exception handling, and settlement investigations. Strong analytical and data-driven approach, with the ability to establish targets, monitor operational metrics, interpret trends, and confidently explain performance results. Excellent escalation management, problem-solving, communication, and stakeholder-management skills. Experience building or improving operational processes in a growing or evolving environment is highly valued. Experience managing operations where customer or partner SLAs are critical to performance is an advantage. Exposure to stablecoins, cryptocurrency payment rails, digital assets, or other emerging financial technologies is a plus. Experience using AI-enabled tools to improve operational workflows, analysis, productivity, or quality is advantageous. Ability to work effectively in a remote-first environment while collaborating across teams, shifts, and geographies. Benefits: Competitive salary and comprehensive total compensation package. Remote-first working environment within India. Opportunity to lead a critical 24x7 payment operations function supporting global financial infrastructure. Significant ownership over operational processes, team development, quality, and performance management. Exposure to cross-border payments, digital assets, stablecoin-related infrastructure, and emerging financial technologies. Opportunities to work cross-functionally with Product, Engineering, and senior operational stakeholders. Professional development through leadership, process-design, and operational transformation responsibilities. Inclusive and collaborative environment focused on integrity, innovation, continuous improvement, and excellence. Opportunities to develop expertise in advanced payment operations and rapidly evolving financial technology.