SD Solutions

Payment Operations Team Lead

SD Solutions

full-time

Posted on:

Location Type: Hybrid

Location: Medellín • Colombia

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Job Level

Senior

About the role

  • Lead Daily Operations
  • Own shift planning and ensure proper coverage across US business working hours
  • Ensure tasks are completed on time and meet quality standards (SLAs)
  • Monitor payments workflows and quickly address any delays or issues
  • Ensure consistent delivery against quality and performance standards
  • Act as the main point of contact for payment operation issues during US business working hours
  • Own and drive resolution of high-priority escalations
  • Communicate clearly with customers and internal stakeholders
  • Provide timely updates to leadership on critical issues and progress
  • Lead RCA preparation for major incidents
  • Follow and reinforce standard operating procedures
  • Identify recurring issues and drive improvements
  • Maintain high standards of accuracy, compliance, and consistency
  • Lead, mentor, and support team members, including onboarding and ongoing development
  • Build a High-Performing Team Culture - Drive team engagement, motivation, and collaboration across shifts
  • Develop Talent & Performance - Provide regular feedback, coaching, and performance evaluations. Identify skill gaps and create development plans for team members

Requirements

  • 3+ years leading a team (payment ops, operations, fintech, or similar)
  • Experience managing SLAs, escalations, and daily operational workflows
  • Experience working with CRM and ticketing systems (e.g., Zendesk, Salesforce, Jira)
  • Ability to handle high-pressure situations and make decisions quickly
  • Strong communication skills, including simplifying complex issues
  • Availability to support critical incidents outside working hours when needed
  • A strong sense of ownership and accountability, with the ability to work independently and thrive in a fast-paced environment
  • Available to work from the Medellín office (hybrid)
Benefits
  • Health insurance
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SLA managementescalation managementoperational workflowsroot cause analysis (RCA)performance evaluationsteam development
Soft Skills
leadershipcommunicationproblem-solvingdecision-makingteam engagementmotivationcollaborationcoachingaccountabilityindependence