Manager - Boarding/QA & Settlement Operations

Job Title: Boarding, QA & Settlement Ops Manager

Department: Customer Success

Supervisors Title: Boarding & Settlement Ops Supervisor

Summary :

- This position is responsible for providing leadership and developing strategies for the Settlement Operations and Boarding teams.

- The Settlement Operations and Boarding team manager ensures the accurate and timely completion of daily and monthly reconciliations for all processing products. Additionally, there is a strong focus on merchant onboarding applications and various administrative support tasks.

Essential Responsibilities:

- Recruit, interview, hire, and train new staff members.

- Conduct performance evaluations and provide regular constructive feedback

- Assist with escalated cases by requesting necessary resources and aiding in resolution

- Train new team members and help with workflow creation

- Identify key issues and work with leadership to design resolution paths

- Serve as the point of escalation for complex cases requiring advanced knowledge

- Oversee the performance of a team responsible for reconciling transactions routed

through various payment platforms

- Ensure the team members are meeting the required daily, weekly, and monthly Settlement Operations SLAs for various payment platforms

- Ownership of a case queue of billers, merchant inquires, and the prompt resolution of them

- Ensure biller onboarding SLAs are maintained for executing payment vendor onboarding requests, creating new merchant profiles, supporting payment vendor registration, and

effectively communicating the status of their onboarding requests

- Conducting daily intake meeting to review and prioritize now biller onboarding and Add-on

request

- Ensure QA standards are met and maintained for new biller onboarding and add-ons for

the boarding team

- Perform other duties as assigned

Required Knowledge and Skills:

- Customer-driven, results-oriented, and focused.

- Outstanding verbal, written, presentation, and interpersonal skills.

- Acute sense of urgency and resolution time sensitivity

- Knowledge of bank reconciliation and payment processing

- Knowledge of general accounting practices and principles

- Knowledge of credit card merchant and ACH processing systems

- Self-starter with a demonstrated ability to achieve results as part of an effective team.

- Excellent time management, organizational, and planning skills.

- Proficient with Microsoft Office Suite or related software

Education:

- A Degree or a minimum of 10 years of relevant work experience.

- At least five years of experience in, preferably in the software/technology industry.

- At least two years of related experience in a supervisory position is preferred.

- Experience with electronic payment processing, banking, ACH processing, and merchant card processing is a plus

Supervisory Responsibilities:

- Example Manages 5 direct reports

- Work Schedule M F: 8:00 a.m. 5:00 p.m. ET