Lead Payment Operations Specialist

Overview:

SOFTSWISS is hiring a Lead Payment Operations Specialist to join our Finance Team. We are looking for a leader who can keep complex payment operations running smoothly, maintain high operational standards, and enable the team to perform at its best.

Purpose of the role:

You will lead and optimize daily payment operations to ensure stability, transparency, and seamless execution across payment flows and operational processes. Your work will drive high operational standards, improve efficiency through process optimization and automation, strengthen operational controls, and ensure business continuity by enabling the team to deliver reliable, high-quality payment operations at scale.

Key responsibilities:

• Lead the day-to-day operations of the Payments team and act as the primary point of contact for operational matters
• Monitor payment flows and ensure timely and accurate execution of payments, including high-priority and critical transactions
• Oversee operational performance, SLA compliance, and payment processing quality across the function
• Manage workload distribution, prioritization, and operational coordination within the team
• Analyze payment routes and support the selection of the most efficient payment solutions and legal entities for transaction execution
• Own operational reporting, including payment volumes, processing quality, error rates, and team performance metrics
• Coordinate with banks, payment providers, and internal stakeholders to resolve operational issues and ensure business continuity
• Lead incident management activities, including escalation handling, root cause analysis, and implementation of corrective actions
• Maintain operational documentation, knowledge bases, and onboarding processes for the team
• Ensure team readiness through cross-training, succession planning, and operational coverage management
• Perform regular reconciliations across payment systems, accounting records, and merchant reports to ensure operational accuracy and data consistency
• Drive process improvements through automation, workflow optimization, and maintenance of operational documentation and knowledge bases
• Work hands-on with operational systems and reporting tools to monitor performance, investigate discrepancies, and resolve operational issues

Required Experience:

• Proven experience leading a payments operations, treasury operations, financial operations, or similar team
• Strong understanding of payment operations, banking processes, and operational risk management
• Experience managing operational KPIs, reporting, and service quality standards
• Strong organizational and stakeholder management skills
• Ability to make decisions, prioritize effectively, and manage multiple operational streams simultaneously
• Hands-on approach with a strong sense of ownership and accountability
• Hands-on experience with reconciliations, operational controls, and payment discrepancy investigations
• Advanced Excel skills and experience working with accounting systems (1C or similar) and reporting tools such as Tableau
• Strong operational mindset with the ability to balance people management and hands-on execution