Manager, Card Payment Delivery (Fintech)

TL;DR

Manager, Card Payment Delivery (Fintech): Leading a team of payment delivery agents to ensure accurate and timely processing of payments with an accent on operational efficiency and SLA compliance. Focus on coaching front-line staff, driving quality through data-driven KPIs, and integrating AI tools to streamline repetitive tasks.

Location: Medellin, Colombia

Company

A well-funded fintech unicorn operating a cloud-based global payables automation platform for enterprise supplier payments and AP operations.

What you will do

• Lead and coach a team of 7–10 payment delivery agents through real-time feedback, 1:1s, and skill-building.
• Ensure strict adherence to SOPs and quality standards to maintain secure and accurate payment processing.
• Manage daily queues and workload distribution to consistently meet or exceed service-level agreements (SLAs).
• Analyze KPIs and dashboards to identify trends, address performance gaps, and improve operational efficiency.
• Champion the adoption of AI and automation tools to streamline manual tasks and increase team speed.
• Collaborate with Card Team and Customer Support to resolve recurring issues affecting team output.

Requirements

• 3+ years of direct people management experience in high-volume operations (e.g., payments, collections, or contact centers).
• Proven track record of improving productivity and quality within front-line teams.
• Demonstrated ability to drive performance against KPIs and SLAs in fast-paced environments.
• Strong data orientation and proficiency with reporting tools and dashboards.
• Bachelor’s degree in Business, Finance, Operations Management, or equivalent practical experience.
• Must be based in Medellin, Colombia.

Nice to have

• Experience in payments, fintech, banking, or card operations.
• Familiarity with card payment concepts such as authorization, settlement, and chargebacks.
• Proficiency with Salesforce, Zendesk, MS Excel, and Google Suite.

Culture & Benefits

• Work within a high-growth, well-funded fintech unicorn environment.
• AI-forward culture that encourages the use of modern tooling to eliminate repetitive work.
• High-impact role directly influencing customer satisfaction and company revenue.
• Energetic and accountable team culture focused on high performance.