Head of Payment Operations

Who is Shift

At Shift were business specialists dedicated to helping Australian SMEs take control of their cashflow streamline trade terms and choose the right financial products.

We believe Australian businesses are the driving force behind our economy and are core to our communities. Thats why our business expertise focus on relationships and market-leading technology is at the core of everything we do. Weve helped solve the credit and payment pain points for more than 30000 businesses providing over $6 billion in aggregate funding.

Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. Youll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.

About the role:

As Head of Payment Operations you will be responsible for building and scaling Shifts payment operations function. You will play a key role in reducing regulatory reputational and fraud risk to the business and lead the team that manages payment operations on an ongoing basis. The initial focus will be on Direct Entry and NPP but the roles scope will expand alongside Shifts growing payments product offering including future rails and methods such as card issuing BPAY or PayTo as well as the related vendor and infrastructure relationships.

What youll do:

• Design and implement bank-quality payment operations processes across Direct Entry and NPP with scalability for additional payment channels as Shifts offerings grow.

• Enhance transaction monitoring capability moving from foundational rules to mature risk-based detection including rule design alert triage and escalation.

• Collaborate with Product and Technology to grow Shifts fraud monitoring function covering detection investigation and case management.

• Build robust disputes and chargeback capabilities managing scheme rules regulatory obligations customer dispute handling and recovery processes.

• Recruit build and lead a skilled payment operations team providing 24/7 coverage and service.

• Establish and maintain payment operations policies procedures and controls to meet regulatory expectations embedding a governance framework within operations.

• Oversee SLAs for vendors payment infrastructure and processing partners in partnership with Product and Line 2 Risk ensuring performance and risk obligations are met.

• Define and embed a performance framework using KPIs data and client insights to drive accountability and continuous improvement.

• Manage operational incidents for payment processing and fraud events driving root cause analysis and response.

• Act as the business primary point of engagement for payment operations educating stakeholders across Product Risk Customer Service and executive leadership.

• Report on payment operations performance risk posture and incident trends to the Director of Operations and SLT as required.

What youll bring:

• Demonstrated experience establishing or embedding payment operations capabilities including people leadership policy and governance within regulated financial services.

• Expertise in Direct Entry and NPP payment rails fraud monitoring and disputes/chargebacks processes.

• Strong regulatory fluency and ability to translate requirements into operational controls.

• Experience managing vendors service level agreements or managed service providers in a payments or financial services context preferred.

• Proven people leadership skills including experience building teams from a low base.

• Financial services industry experience.

• Skills in process mapping and optimisation customer journey analysis requirements definition and data-led analysis.

• Experience in options analysis business case development stakeholder management and executive communication.

#LI-SA1

Key benefits:

• Collaborative teams a flat structure means everyone can learn from colleagues and senior leaders around the business.

• Be involved come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.

• Flexible working environment were headquartered in North Sydney with state-based workplaces and offer a flexible work policy.

• Family support industry leading 26 weeks paid parental leave.

• Purpose built spaces within our office designed for collaboration brainstorming socialising and focused work.

• Range of benefits supporting your physical psychological and financial wellbeing. From a day off on your birthday to excellent end of trip facilities.

#LI-Hybrid

Required Experience:

Director