Global Payment Operations Manager

About the role

SD Solutions, a global staffing company, is recruiting on behalf of a fintech client for a Global Payment Operations Manager based in Tbilisi, Georgia. The role leads the Payment Operations function, overseeing daily operations, improving processes and systems, and driving continuous improvement across a globally distributed team. It works closely with Engineering, Product, Compliance, Customer Support, Customer Success and external banking and payment partners.

Key responsibilities

• Lead and develop the global Payment Operations team across multiple locations and time zones, setting ownership, accountability and performance expectations.
• Oversee daily payment operations, including monitoring, investigations, exceptions, rejections, returns, recalls and reconciliation, resolving issues quickly with minimal impact on customers and business.
• Manage operational escalations and coordinate resolution of high-priority payment incidents.
• Identify inefficiencies and build standardized processes, SOPs, documentation and knowledge-sharing practices, with controls to reduce errors and risks.
• Drive root cause analysis and corrective actions, and continuously improve quality, productivity and service delivery.
• Partner with Engineering, Product and automation teams to reduce manual work, prioritise AI, workflow automation and self-service options, and measure their impact.
• Define and track operational KPIs (resolution time, SLA, backlog, quality, productivity), set up performance reporting and quality assurance, and plan workloads effectively.
• Work with Product and Engineering on technical issues, with Compliance and banking providers on controls, and with Customer Support and Customer Success on the customer experience.

Required profile

• 5+ years of experience in Payment Operations, Banking Operations, Fintech Operations or a related field.
• 2+ years managing operational teams, preferably across multiple locations.
• Strong understanding of payment processing, banking workflows, payment failures, investigations and exception handling.
• Proven track record of process improvement and measurable performance gains.
• Excellent stakeholder management, communication and escalation skills, with excellent written and spoken English.

Advantages

• Experience in a global fintech or payments SaaS environment.
• Familiarity with payment networks such as ACH, Wire, SWIFT, SEPA and local rails.
• Hands-on experience implementing automation, AI-powered workflows or operational transformation.
• Familiarity with Zendesk, Jira, Salesforce, BI tools or similar platforms.