Posted Feb 01

Senior Manager, Payments Operations

Toronto Full Time

The Big Picture

Wave is the fastest-growing financial tool on the planet for small businesses. We’ve got awesome momentum, great venture financing in our corner, five solid products on the market and over two million users around the world. We’re on a roll, and we’re looking for a Senior Manager, Payments Operations to join our team.

Reporting to the SVP of Financial Services, you will:

  • Collaborate with financial services leadership to develop the Financial Services Operations team into a high performing organization by defining, executing, and communicating operational processes, standards, and best practices that work flawlessly and minimize firefighting.
  • Lead a team of managers & specialists in our payment processing and payroll lines of business overseeing all operational tasks and functions supporting customer onboarding, compliance, account maintenance, chargebacks & disputes, and recovery & collections.
  • Own one or more key banking partner relationships and manage all operational components of those relationships.
  • Design and monitor reports and dashboards that capture deep insights into our business through leading and lagging indicators, visualizations, and early warning mechanisms.
  • Collaborate with product and engineering to build-out critical tools, automate routine work where possible, and address longer-term or recurring issues.
  • Own payment issues from beginning to end, working with engineering and external partners to troubleshoot and resolve issues in a systematic and timely fashion.
  • Collaborate across various internal teams within financial services and across the entire company as a subject matter expert on financial service operational matters.
  • Manage oversight of chargeback and ACH return process and ownership of procedural improvements to drive higher chargeback resolution rates.
  • Enhance existing collections procedures with a solid understanding of compliance obligations.

The Bare Necessities:

  • 5+ years of operations experience in financial services in payment processing, banking, acquiring and or issuing. Experience at a high-growth fintech company is even better.
  • Leadership experience in an operational function building highly functional teams.
  • Strong understanding of economic, legal, regulatory, and technical factors shaping payments and banking services.
  • An affinity for systems thinking, workflows and obsessive about building scaleable processes.
  • Demonstrated experience in continuous improvement initiatives, root cause analysis, and project management.
  • High degree of strategic and analytical capability, including the ability to analyze a large amount of data.
  • Exceptional collaborative and troubleshooting/deductive skills including the ability to engage in operational incidents with emerging data to assess impact and drive collaborative resolution in a swift manner.
  • Solid understanding of financial transaction processing and the chargeback process.
  • Experience in collections and versed in regulatory requirements for both the US & Canada.
  • Must pass credit, security and background checks.

You’ll Thrive Here If:

  • You can work in a highly collaborative environment that doesn’t rely on rigid hierarchies to get things done
  • You have a strong strong sense of empathy and a history of customer advocacy.
  • You can communicate effectively with your team, peers and senior management
  • Your ruthlessly prioritize the right things necessary to achieve business results.

What Makes Working Here Awesome:

  • One of Canada’s most extraordinary Fintech companies, Wave recently was named to the Deloitte Fast 50 list, with 1,640% revenue growth.
  • A collaborative and dynamic team of individuals committed to solving hard problems
  • Competitive compensation including stock options, health & fitness coverage, and a training allowance
  • An awesome office with a cozy common space, Ping Pong, tons of snacks and all the Club Soda
  • A fantastic location in the vibrant Leslieville neighbourhood, where there’s no shortage of good food, drinks, arts and entertainment (check out our walk and transit score!)
  • An open, entrepreneurial culture and a shared desire to change the lives of our customers


We are not accepting applications via recruiters at this time.

About Wave:

Launched in November 2010, Wave provides integrated online applications that help small business owners around the world run their businesses with accounting, invoicing, payments and payroll products. The company has secured more than US$53.8 million in funding, and is signing up tens of thousands of small business customers each month. Wave currently tracks more than $175 billion in small business income and spending. Wave is based in Toronto, Canada

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