Manager, Payments Transformation & Operations

Department: Banking & Settlements

Reporting to: VP, Settlements

Role Purpose

We’re seeking an experienced Manager, Payments Transformation & Operations who will play a key role in optimizing Boku’s operational framework across digital wallets, local payment methods, and carrier billing. You’ll work closely with Commercial, Finance, Tax, Product, and Engineering teams to understand the end-to-end payment setup, identify operational gaps, and drive automation or eliminate obsolete processes — ensuring Boku’s operations remain efficient, compliant, and scalable.

Key Responsibilities

• Serve as one of the key representatives of the Payment Operations team to internal stakeholders (Product, Engineering, Commercial, Finance) during the implementation of new networks, payment partners, or merchants globally, ensuring operational readiness and smooth go-live execution.
• Critically analyse current payment operations workflows, identify bottlenecks or manual touchpoints, and recommend data-driven, scalable AI solutions to streamline processes and reduce operational overhead.
• Lead daily payment operations across digital wallets, local payment methods, and carrier billing.
• Collaborate cross-functionally with Commercial, Finance, Tax, Product, and Engineering teams to review operational setups, optimize cash flow, and ensure compliance alignment.
• Identify and close process gaps; automate manual workflows and retire obsolete processes to drive operational efficiency.
• Maintain strong relationships with payment service providers, digital wallet partners, MNOs, and local acquirers.
• Manage transaction processing, settlements, reconciliations, chargebacks, and exceptions.
• Monitor key metrics — transaction success rates, reconciliation status, settlement timeliness — and report performance to leadership.
• Support Product and Engineering teams on new payment integrations and enhancements.
• Ensure compliance with regulatory and internal control requirements (AML, PSD2, local rules).

Measures of Success

• Using AI tools to automate at least 80% of manual touch points in Payment Operations.
• 100% of new network, partner, and merchant launches achieve operational readiness sign-off before go-live.
• ≥ 95% of launches delivered on or before committed timelines, with no post-launch critical operational issues.
• 0 Sev-1 / Sev-2 operational incidents within the first 30 days post-launch.
• Documented end-to-end operational playbooks created or updated for every new integration.
• Manual operational touchpoints reduced to < 5% of total Payment Operations workflows within 12 months.
• ≥ 80% of recurring operational tasks automated (reconciliation, settlement validation, exception routing).
• Year-on-year reduction in operational cost per transaction despite volume growth.
• All critical workflows documented with clear SLAs, controls, and escalation paths.
• 99% settlement accuracy across wallets, local payment methods, and carrier billing.
• ≥ 99.9% on-time settlements in line with contractual partner SLAs.
• Reconciliation breaks resolved within SLA:
• High-value / material breaks: ≤ 2 business days
• Standard breaks: ≤ 5 business days
• Zero material audit findings related to payment operations.

Key Skills and Competencies

• Experience of at least 8-12 years in payment operations, treasury, or transaction management — ideally in fintech, digital payments, or telecom billing.
• Experience in using AI tools to transform and automate processes
• Strong understanding of digital wallets, local payment methods, and carrier billing ecosystems.
• Knowledge of cross-border payments, FX flows, and multi-currency settlements.
• Skilled in payment gateway operations, reconciliations, and ERP/ledger tools.
• Excellent problem-solving, analytical, and process improvement abilities.
• Proven ability to work cross-functionally with Commercial, Finance, and Tax teams.
• Strong stakeholder management and communication skills.
• Experience leading or mentoring teams in fast-paced environments.

Qualifications

• MBA preferred, particularly for candidates with experience applying structured business and operations frameworks in fintech or payments environments.
• AI-related certifications (e.g., machine learning, data science, AI product, or automation platforms) are preferred.