Key skills
Communication
About this role
Role Overview
- Lead operational incident management involving Pix, SPI, DICT, banking partners, payment providers, and internal systems, including incident response, contingency planning, business continuity, root cause analysis, and operational governance.
- Ensure operational adherence to Central Bank regulations, payment schemes, and internal compliance policies.
- Coordinate dispute handling, refunds, chargebacks, MED processes, precautionary blocks, fraud prevention, and sensitive operational cases.
- Lead payment operations across all payment products, including reconciliation, settlement, fund transfers, reversals, operational SLA management with banking partners, payment processors, technology vendors and third-party providers.
- Support customer operations, critical escalations, and regulatory channels, ensuring proper handling of sensitive complaints involving regulators.
- Define and monitor operational KPIs, service performance metrics, and executive dashboards to support strategic decision-making and operational efficiency.
- Work closely with Product, Engineering, Compliance, Risk, Legal, Finance, and CX teams to improve operational efficiency, scalability and customer experience.
Requirements
- Proven experience in fintech, digital banking, and payment institutions.
- Strong knowledge of Pix, payment operations, digital accounts, reconciliation, settlement, customer operations and back-office processes.
- Experience managing operational incidents, SLAs, financial partners and third-party vendors.
- Strong analytical and problem-solving skills with experience managing operational KPIs.
- Knowledge of Central Bank regulated operations and payment ecosystem requirements.
- Experience working cross-functionally with Product, Engineering, Compliance, Risk, Legal, Finance and Customer Support teams.
- Hands-on, structured, resilient, and execution-oriented profile.
- Strong communication and crisis management skills.
Benefits
- Competitive salary and company benefits.
- Work-from-home arrangement (the arrangement may vary depending on the nature of the business team’s work).