Payment Operations Global Processing Function Lead

Job description

We’re looking for a Function Lead to oversee Global Processing Operations ! As a Function Lead, you'll be a strong people leader with a sharp focus on delivering world-class service at scale across a 24/7 global operating footprint. You'll drive operational excellence through a deep understanding of service delivery, multi-site team development, and continuous process improvement. You'll support and empower Team Leads across our global locations, foster collaboration across stakeholders, and act as a bridge between Global Processing and other payment operation verticals.

Your Mission Our mission in Global Processing Operations is clear: We guarantee the seamless flow of customer funds by consistently providing excellent customer experience without any delays. In this role, you'll be a key force in executing that mission—leading 24/7 operations, maintaining strict SLA standards across 50+ currencies, minimizing processing losses, and building a sustainable, future-proof operating model.

You will: Develop and support Team Leads across our global locations (including Tallinn, Budapest, Austin, Singapore, São Paulo, and Hyderabad) as they scale support and mentor team members, focusing on their growth as proactive leaders. Drive service delivery excellence by ensuring strict SLAs and KPIs are consistently met—maintaining our target of solving 90% of cases within 1 hour across all queues Ensure long-term scalability by building resilient processes, minimizing processing losses, and managing the migration of operational workloads from regional teams into Global Processing.

Own and deliver operational plans for 24/7 global queue management, ensuring precision, speed, and seamless handover between global time zones. Collaborate cross-functionally to manage operational impact and unlock opportunities to improve customer experience, migrate operational tasks, and streamline processes.

This role will give you the opportunity to: Make an Impact

• Eliminate bottlenecks and streamline processing across critical queues. You'll directly contribute to Mission Zero by making global payment processing faster, more predictable, and frictionless.

Challenge Yourself

• Lead operations for a rapidly scaling global team (spanning 10+ Team Leads and 80+ Specialists and System Experts) handling complex, high-speed multi-currency flows.

Inspire Teams

• As a People Developer, you'll foster an inclusive environment across global sites, partnering with technical and operational leaders to shape how we scale processing operations through 2026 and beyond.

Qualifications

2+ years of direct people management experience , including experience managing other managers or Team Leads across multi-site/international locations. Proven track record managing 30+ FTEs within a high-volume, 24/7 operational environment. Hands-on expertise in global payment processing , clearing systems (SWIFT, SEPA, ACH, Pix, domestic rails), and multi-currency flows across 50+ currencies. Proficiency with analytics tools (SQL, Looker, Tableau, Excel) to build dashboards, analyze queue metrics, drive SLA/KPI performance, and project capacity.

Demonstrated success applying process improvement methodologies (Lean, Six Sigma, Agile) to reduce cycle times, eliminate manual work, and minimize financial/processing losses. Experience executing operational migrations , multi-time-zone shift handovers, and business continuity/disaster recovery plans. Proven track record partnering with cross-functional teams (Product, Engineering, Compliance, Treasury) to resolve system bottlenecks and influence roadmaps.

Strong incident management capabilities , with experience leading teams through high-severity processing outages or delays. Fluent in English (written and spoken) with clear executive communication skills.