Operations Manager - Payment

Lead operational incident management involving Pix, SPI, DICT, banking partners, payment providers, and internal systems, including incident response, contingency planning, business continuity, root cause analysis, and operational governance.

Ensure operational adherence to Central Bank regulations, payment schemes, and internal compliance policies.

Coordinate dispute handling, refunds, chargebacks, MED processes, precautionary blocks, fraud prevention, and sensitive operational cases.

Lead payment operations across all payment products, including reconciliation, settlement, fund transfers, reversals, operational SLA management with banking partners, payment processors, technology vendors and third-party providers.

Support customer operations and critical escalations and regulatory channels, ensuring proper handling of sensitive complaints involving regulators 

Define and monitor operational KPIs, service performance metrics, and executive dashboards to support strategic decision-making and operational efficiency.

Work closely with Product, Engineering, Compliance, Risk, Legal, Finance, and CX teams to improve operational efficiency, scalability and customer experience.

Proven experience in fintech, digital banking and payment institutions

Strong knowledge of Pix, payment operations, digital accounts, reconciliation, settlement, customer operations and backoffice processes.

Experience managing operational incidents, SLAs, financial partners and third-party vendors.

Strong analytical and problem-solving skills with experience managing operational KPIs.

Knowledge of Central Bank regulated operations and payment ecosystem requirements.

Experience working cross-functionally with Product, Engineering, Compliance, Risk, Legal, Finance and Customer Support teams.

Hands-on, structured, resilient, and execution-oriented profile.

Strong communication and crisis management skills.