Manager, Customer Success(Onboarding & Settlement)

We are seeking a highly skilled and results-oriented Manager, Boarding & Settlement Operations to support Customer Success. This role will provide leadership across Payfac Treasury Operations and Sub-Merchant Operations, partnering closely with U.S. team leaders to ensure operational excellence, accurate financial processing, and high-quality onboarding experiences.

Success Profile

This role is anchored in our company’s competencies. These competencies reflect the mindsets and behaviors that define success in this role. Below is how each competency translates into meaningful impact and outcomes for this position.

Takes Ownership

Lead, recruit, interview, hire, and train team members while establishing clear accountability for performance and outcomes
Conduct performance evaluations and provide regular constructive feedback to drive individual and team development
Serve as the point of escalation for complex cases, ensuring timely resolution through appropriate resource coordination
Own a case queue of billers and merchant inquiries, ensuring prompt and effective resolution


Customer-Centric

Ensure high-quality support for merchant onboarding (KYC/KYB), configurations, and administrative processes to deliver a seamless customer experience
Maintain onboarding SLAs for billers, including vendor onboarding, merchant profile creation, and status communication
Support escalated customer issues by prioritizing resolution and maintaining strong communication with stakeholders
Conduct daily intake meetings to review and prioritize new biller onboarding and add-on requests


Results-Driven

Oversee team performance to ensure accurate and timely completion of daily and monthly reconciliations across payment platforms
Ensure adherence to daily, weekly, and monthly Settlement Operations SLAs
Monitor QA standards for onboarding and boarding team outputs, ensuring consistency and accuracy
Manage multiple priorities in a fast-paced environment while maintaining high standards of execution


Strategic

Partner with U.S. team leaders to drive functional initiatives and align operational priorities
Identify key operational issues and collaborate with leadership to design scalable resolution paths
Oversee reconciliation operations and workflows across multiple payment platforms to optimize efficiency and performance
Leverage automation and AI tools to enhance reconciliation accuracy, streamline onboarding workflows, and improve operational scalability


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 & Experience:

A Bachelor’s degree or a minimum of 10 years of relevant work

Experience

At least five years of experience, 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:

Manages approximately 5 direct reports