Director, Operations Group Manager

We’re seeking a future team member for the role of Director to lead our Payments Investigations team based in USA.  The role can be based in Lake Mary, FL or Pittsburgh, PA.

About the Role:
The Head of North America Investigations leads regional investigations strategy and execution, overseeing complex, high-risk case management across the U.S. and Canada. This leader will drive operational excellence, client experience, and risk control while accelerating data driven decisioning, AI enabled operations, and intelligent automation at scale. The ideal candidate is a proven transformation leader with deep expertise and experience in payments, strong people leadership, and a strategic mindset, passionate about reengineering, simplification, and continuous improvement.

In this role, you’ll make an impact in the following ways

• Leadership and strategy: 
  • Lead the North America investigations operating model, strategy, and performance outcomes, ensuring alignment with global standards.
  • Oversee end-to-end investigative operations, ensuring quality, timeliness, consistency, and compliance with regulatory and policy requirements.
  • Take accountability for the functional delivery against client key performance indicators (KPIs), key risk indicators (KRIs), objectives, and quality standards across payments investigations processes.
  • Identify and implement process improvement opportunities to enhance efficiency, strengthen controls, and manage risk.
  • Evaluate opportunities to leverage automation and AI within processes to improve effectiveness and support sustainable risk management.
• Operations management:
  • Monitor operational performance, resource allocation, and workflow distribution to ensure the function can scale effectively.
  • Strengthen first-line risk and control discipline through effective issue resolution, root cause analysis, escalation management, and governance.
  • Drive process optimization, reengineering, and automation to improve productivity, case quality, turnaround times, and client outcomes.
  • Use data, analytics, and AI-enabled capabilities to enhance decision-making, identify trends, and improve operational efficiency.
• Stakeholder Engagement:
  • Build constructive relationships with the wider payment operations team. 
  • Partner closely with Compliance, Risk, Product, Technology, and business stakeholders to deliver strong investigative and client outcomes.
• People Management: 
  • Build, coach and develop high-performing teams, fostering accountability, collaboration, and a culture of continuous improvement.
  • Promote a culture of client obsession, curiosity, ownership, and collaboration across locations and time zones.

  • Invest in upskilling: data literacy, AI fluency, automation tooling, and agile ways of working.

     

To be successful in this role, we’re seeking the following: 

• Bachelor's degree in a related discipline or equivalent work experience required. 
  • Applicable local/regional licenses or certifications as required by the business.
• 10-12 years of total work experience with at least 1-2 years of management experience preferred.
  • Preferred 10+ years of experience in payments operations of a large multi-national bank with broad experience spanning Wires (USD and non-USD), ACH and RTP and related investigation processes. 
• Demonstrated knowledge, oversight, and hands-on leadership across:
  • Payments processing and repair operations
  •  Payment investigations and exception resolution
• Knowledge of sanctions and AML screening processes for payments is desired
• Proven track record running complex operations with significant daily volumes, tight SLAs, and high regulatory scrutiny in targeted markets.
• Deep understanding of operational risk, control frameworks, business continuity, and regulatory requirements across global jurisdictions
• Demonstrated success implementing AI/ML and automation in production operations, with measurable KPI improvements.
• Strong data literacy: ability to define data strategies, interpret analytics and challenge insights.
• Exceptional stakeholder management and executive communication skills; adept at influencing Compliance, Product, Technology, Risk.