Payments Operations Manager, Goodstack

• ✦ We are considering both full-time permanent and contractor applications for this position ✦
• If you've been looking to join a fast-growing startup, backed by the same investors as Stripe & Airbnb, with a mission to make a huge positive impact, then you’ve found the right place!
• If you have a payments background, enjoy optimising and improving complex workflows, and want to change the world for the better, this is the role for you!
• 4+ years of experience in payments operations, back-office processing, or a similar role within a fintech or financial services business
• Experience managing or coordinating a team, with an emphasis on support, accountability, and empowerment
• Solid understanding of payments systems, global disbursements, and funds movement
• Knowledge of international payment processing (SWIFT, BIC, IBAN, restrictive currencies etc.)
• Understanding of accountancy practices (e.g., AAT Level 1, Level 2 or equivalent)
• A process-driven mindset, with a passion for continually refining workflows for improved efficiency
• Exceptional attention to detail, with a commitment to accuracy in all tasks
• A metrics-oriented approach, with a strong motivation to hit SLAs and meet team targets
• Excellent prioritisation skills, with the ability to manage multiple tasks in a fast-paced environment
• Strong written and verbal communication skills to convey complex processes clearly
• Proficiency in Excel/Google Sheets and experience with accounting or ERP software

Desirable

• We’re looking for an exceptionally detailed, hands-on, process-driven Payments Operations Manager to own the smooth flow of funds from customers to charities
• In this role, you’ll play a critical role in ensuring that donations received on behalf of our customers are paid out to charities
• You’ll oversee a small team to execute this process end-to-end, monitor service levels, and act as the point of escalation on complex challenges
• Act as the subject matter expert on all our charitable payments processes at Goodstack, being the key point of contact for escalations as they arise
• Continually evolve and improve our processes to ensure that we are working in the most efficient, effective manner possible
• Create team KPIs, best practices, and standardised reporting to measure and report on performance, analysing performance trends over time to spot issues and opportunities
• Collaborate closely with internal teams — including Product, Engineering and Operations — to ensure that you and your team have what they need and blockers are being flagged
• Oversee and support a team of outsourced Financial Operations Analysts, setting their work schedules and ensuring they are set up for success
• Work with the broader Finance and Operations teams to resource plan based on forecasted volumes
• After 3 Months, Success Will Look Like:
• A full understanding of our end-to-end payments process to serve as the baseline to create scalable, efficient fund disbursement
• Established and actively tracked KPIs for team performance with clear service levels being consistently met
• Improved escalation handling, with timely resolution of issues and a reduction in process errors or delays

• We usually respond within a week