Lead Payment Operations Specialist at Xapo Bank

Work from Anywhere, Impact Everywhere

Diversity is central to Xapo Bank's identity. We are a fully distributed team of over 160 "Xapiens" working remotely from more than 50 countries worldwide. Our mission is to foster a world where economic freedom and wealth protection are accessible, regardless of location or political climate. To achieve this, we seek out the best global talent. We are committed to hard work, global thinking, and mutual inspiration for learning and growth, aiming to redefine industry standards. Although headquartered in Gibraltar, this is a full time, 100% remote position, allowing you to work from anywhere.

Position Overview

The primary responsibility of the Lead Payment Operations Specialist is to ensure the complete, end-to-end execution of all payment related activities. This includes guaranteeing that all internal and external stakeholders receive timely, accurate, and comprehensive service delivery to a high standard, strictly adhering to payment execution and authorization policies. This role is crucial to the organization, requiring proactiveness, accountability, leadership, and ownership to succeed.

The individual in this position is expected to organize the team's workload and motivate payment analysts to achieve objectives. A strong understanding of Xapo's products and their associated operational processes is essential. The Lead Payment Operations Specialist will frequently lead or participate in cross-functional working groups and projects focused on process improvement and development. This role also serves as a key point of contact for banking and related partners, addressing operational matters such as investigations, information exchanges, form submissions, and managing bank portal users.

Responsibilities

• Organize the Payment Operations team's workload effectively.
• Ensure smooth payment execution, consistently meeting service level agreements (SLAs).
• Supervise and motivate Payment Analysts, maintaining continuous communication to support operations and align with organizational and team vision and goals.
• Manage operational relationships with external partners.
• Represent the Payments team within Strategic Aligned Teams (SATs), ensuring fluid communication with other teams by fostering interaction spaces to achieve greater efficiencies.
• Develop, maintain, improve, and implement payment related policies, processes, and procedures.
• Identify, propose, and document process and internal control improvements to align with industry best practices.
• Monitor and collect transactional metrics to analyze payment performance, identify issues, and pinpoint areas for improvement.
• Handle and resolve inquiries and exceptions as needed, within agreed upon internal SLAs.
• Liaise with internal or external auditors to provide requested operational information.
• Maintain ongoing communication with stakeholders to understand business needs, proactively identifying and advocating for solutions or improvements in processes and systems.
• Collaborate on identifying and resolving technical and informational issues.
• Ensure continuous communication with stakeholders for smooth operational flow.
• Monitor system behavior to guarantee ongoing information inflow and outflow, reporting any malfunctions promptly.
• Trace and control charges, fees, or costs from financial service providers.
• Publish team and operational performance metrics for management review.

Skills and Qualifications

• Consolidated Experience: Relevant experience working in Operations departments, ideally from a bank, fintech, payments, or any finance related institution.
• Education: Bachelor's degree or equivalent in Business Administration or a related field.
• Payment Systems Knowledge: Very good understanding of correspondent banking, cross border and local payment systems.
• Crypto Payments Expertise: Very good understanding of crypto payments; direct exposure to payment processes in domestic or cross border payments; experience in crypto payments execution is a plus.
• Team Collaboration: Strong team player and, more importantly, a team builder.
• Work Ethic: Strong work ethics, ability to prioritize, manage multiple tasks, and execute effectively in a dynamic environment.
• Systems Orientation: Good understanding of back end and front end bank systems, their operation, and integration with other tools.
• Communication: Very good communication skills, with fluent English (read, write, and speak).
• Analytical Abilities: Strong analytical and problem solving skills.
• Data Proficiency: Data oriented with advanced Excel or database skills, demonstrating high attention to details.
• Technology Interest: Interested in technology and cryptocurrencies.
• Autonomy: Must be able to work with minimal supervision.
• Proactive Mindset: Organized, proactive, and a self starter.
• Problem Solving: Keen on problem solving with an attitude to adopt solutions into daily ways of working.
• Tools (Nice to Have): Experience with Jira, Confluence, Miro, Trello, Finastra, any Core Banking Platform, Excel, G-Suite, Slack, Zoom.

Other Requirements

• A dedicated workspace.
• A reliable internet connection with the fastest speed possible in your area.
• Alignment with Xapo's Values and the Xapo Values-Driven Leadership principles.

Why Work for Xapo?

• Global Impact, Remote Work: Shape the future by improving lives through cutting edge technology, working 100% remotely from anywhere in the world.
• Great Work-Life Balance: Build amazing things with a balance of autonomy and collaborative teamwork. Set your own work schedule and utilize a flexible PTO plan when you need to recharge.
• Expect Excellence: Collaborate, learn, and grow with a high performance team. Benefit from a yearly budget for individual learning and development goals, supporting your preferred learning methods from books to conferences.

At Xapo, we prioritize consumer protection and adhere to regulatory requirements. All Xapiens are accountable for upholding principles of fair treatment, transparency, and ethical conduct in their interactions with customers and stakeholders.