Supervisor: Payout Operations at Cellulant

Role Overview:

• The Supervisor – Payout Operations will play a crucial role in overseeing and optimizing the daily operations of the payout process. This role ensures smooth and efficient payouts to merchants, customers, and partners, while maintaining accuracy, compliance, and the highest level of customer satisfaction. The Supervisor will lead a team of operators, providing guidance and support to ensure operational excellence, timely settlements, and a seamless customer experience.
• Focused on end-to-end operational execution, this role requires a blend of attention to detail, team leadership, and a customer-centric mindset. The Supervisor will collaborate closely with other functions like Finance, Compliance, and Risk to ensure a secure and compliant payout environment, while driving continuous improvements to operational efficiency.

Key Responsibilities:

End-to-End Payout Operations Management:

• Oversee the daily execution of payout operations, ensuring all payouts are processed accurately and on time, in line with company policies and regulatory requirements.
• Ensure the smooth flow of funds to merchants, customers, and partners, handling all payout requests efficiently, securely, and in accordance with agreed-upon timelines.

Team Leadership & Performance:

• Lead and mentor a team of Payout Operations associates, ensuring high performance, engagement, and accountability.
• Provide ongoing training, guidance, and support to team members to enhance their knowledge, skills, and customer service capabilities.
• Conduct regular performance reviews, setting clear objectives and targets for the team to meet.

Compliance & Regulatory Adherence:

• Ensure all payout processes comply with internal controls, regulatory requirements, and industry best practices.
• Work closely with the Risk & Compliance teams to monitor and mitigate any potential payout-related risks.

Operational Efficiency & Process Improvement:

• Continuously evaluate and optimize payout workflows to enhance efficiency, reduce errors, and improve the overall customer experience.
• Identify and implement improvements to processes, tools, and systems to increase operational capacity and reduce payout processing time.

Cross-Functional Collaboration:

• Collaborate with Finance, Product, Customer Support, and other relevant teams to ensure alignment in payout operations, particularly around new product features or process changes.
• Act as a key liaison with other internal teams to resolve issues related to payout discrepancies or delays.

Data Monitoring & Reporting:

• Track and report on key performance metrics related to payout operations, including payout accuracy, timeliness, and issue resolution rates.
• Provide regular updates to senior management on operational status, risks, and opportunities for improvement.

Customer-Centric Focus:

• Maintain a customer-first approach, ensuring that payouts are processed smoothly and efficiently, and proactively resolve issues or concerns raised by customers or partners.
• Ensure that all payout-related queries are handled professionally and promptly, contributing to a positive experience for all stakeholders.

Skills & Qualifications:

• 4+ years of experience in operations management, ideally in payouts, payments, or financial services.
• Strong understanding of payment systems, reconciliation processes, and payout mechanisms.
• Proven leadership experience, with the ability to manage, mentor, and motivate a team.
• Excellent problem-solving skills and the ability to handle operational challenges in a fast-paced environment.
• Familiarity with regulatory frameworks in the payments or financial services industry.
• Strong attention to detail and ability to work with large volumes of data while maintaining high accuracy.
• Excellent communication and interpersonal skills, with the ability to engage and collaborate with both internal and external stakeholders.

Preferred Attributes:

• Experience with payments software, reconciliation tools, or banking systems.
• Knowledge of compliance regulations such as AML (Anti-Money Laundering), KYC (Know Your Customer), and other relevant financial services regulations.
• Familiarity with tools like Zendesk, Salesforce, or Jira for issue tracking and customer service management.