Senior Manager Payments Support

Senior Manager Payments Support Department: Community Operations Team: Community Operations Location: Bangalore, India Type: Full-Time **About the Role** We are looking for a high-energy, detail-oriented BPO Manager to lead the outsourced operations for our Global Payments organisation. In this role, you will be the primary point of contact for our BPO partners handling payment-related inquiries, refunds, and financial troubleshooting. While this is a Snr Vendor manager position, the stakes are incredibly high: in the world of payments, accuracy and reliability are non-negotiable. You will not just manage a vendor; you will be the guardian of our financial integrity. We need a leader who is curious, technically minded, and ready to dive deep into the mechanics of payment flows. You must be prepared to "lean in" during outages or escalations and foster a culture of continuous learning within your team to stay ahead of the ever-evolving global payments landscape. **What the Candidate Will Do:** - **Operational Accountability:** Own the day-to-day performance of our BPO partners for Payments, ensuring they meet strict KPIs focused on precision, financial accuracy, and resolution speed. - **Execute with Excellence:** Efficiently handle multiple tasks and assignments with varying deadlines. You will manage complex payment operations that require the support of internal treasury, risk, and fintech teams. - **Drive Accuracy & Automation:** Partner closely with the CX and Program teams to identify manual bottlenecks. You will push for automation to reduce human error and ensure that the "leftover tickets" are handled with the highest level of reliability. - **Resilience in Escalations:** Demonstrate "grit" by staying on top of issues during system outages or payment processing failures. This role requires a willingness to work long hours during critical escalations to ensure our customers' funds are protected. - **Cultivate a Learning Culture:** Payments is a rapidly changing field. You must be curious and proactive in learning new payment technologies and regulations, then translating that knowledge t