As Executive Director of Alternate Payments Operations, you will be responsible for the full operational lifecycle across Kinexys and eWallet, including onboarding support, transaction processing, settlement, investigations, exception management, reconciliations, client service, incident management, operational readiness, financial controls, and change execution. You will drive operational transformation and continuous improvement initiatives while ensuring the organization can safely scale to support increasing transaction volumes, new products, emerging technologies, and expanding client adoption. You will partner closely with Product, Technology, Client Service, Risk, Compliance, Legal, Finance, Controls, and regional Operations teams to deliver industry-leading operational performance while maintaining a strong control environment and exceptional client experience.
You will lead the Alternate Payments Operations organization, including end-to-end operational ownership of Kinexys and eWallet globally. Define and execute the operational strategy supporting business growth, product expansion, and client adoption. Design and implement scalable operating models and organizational structures to support future-state payments capabilities. Establish operational governance, performance metrics, and service level objectives. Own operational performance across transaction processing, payment execution, settlements, investigations, exception management, and client servicing.
Job Responsibilities
- Lead the Alternate Payments Operations organization, including end-to-end operational ownership of Kinexys and eWallet globally.
- Define and execute the operational strategy supporting business growth, product expansion, and client adoption.
- Design and implement scalable operating models and organizational structures to support future-state payments capabilities.
- Establish operational governance, performance metrics, and service level objectives.
- Own operational performance across transaction processing, payment execution, settlements, investigations, exception management, and client servicing.
- Ensure operational readiness for new products, features, clients, markets, and regulatory requirements.
- Drive service excellence through continuous process improvement, automation, and operational efficiency initiatives.
- Manage operational capacity planning, resource allocation, and workforce strategies aligned to business growth.
- Maintain a strong operational risk and controls framework across all Alternate Payments activities.
- Ensure compliance with regulatory requirements, policies, audit standards, and control expectations.
- Lead issue management, remediation activities, and regulatory examination support.
Required Qualifications, Capabilities, and Skills
- 10+ years of leadership experience in Payments Operations, Transaction Banking Operations, Treasury Services, or related financial services operations functions.
- Deep understanding of payment lifecycles, settlements, investigations, reconciliations, client servicing, exception management, and operational controls.
- Significant experience managing end-to-end payment operations in a high-volume, mission-critical environment.
- Strong understanding of cross-border payments, foreign exchange transactions, and ISO 20022 messaging standards.
- Proven ability to build, scale, and transform operating models supporting new payment products and emerging technologies.
- Strong understanding of operational risk frameworks, controls, audit management, regulatory compliance, and issue remediation.
- Exceptional leadership and stakeholder management skills with a proven ability to influence senior executives and drive cross-functional outcomes.
- Experience leading through operational incidents, managing escalations, and executing effective crisis response.
- Strong analytical, strategic thinking, and problem-solving capabilities.
- Bachelor's degree required; advanced degree preferred.
Preferred Qualifications, Capabilities, and Skills
- Experience supporting digital payments, real-time payments, blockchain-enabled payments, tokenized deposits, or distributed ledger technologies.
- Experience implementing automation, workflow orchestration, artificial intelligence, or data analytics solutions within operations organizations.
- Proven success managing geographically dispersed teams across multiple regions and time zones.
- Experience supporting large-scale technology transformations and operational modernization initiatives.