Manager, Card Payment Delivery

Manager Card Payment Delivery

We are seeking a hands-on results-driven front-line Manager to lead the day-to-day execution of our virtual card payment delivery operation at Tipalti. This role is responsible for directly leading a team of 710 payment delivery agents who process payments accurately securely and on time. This role is focused on the day-to-day: coaching agents in the moment driving consistency and quality across the team and keeping the operation running efficiently against tight SLAs and daily targets.

Our card payment delivery operation is high-volume and task-oriented and the quality and speed of the teams work has a direct impact on customer satisfaction and company revenue. The ideal candidate is a metrics-driven operator who knows how to motivate and get the most out of a front-line team holds a high bar for customer experience and actively leverages AI and modern tooling to make the team faster more consistent and more effective.

Why join Tipalti

Tipalti is the AI-powered platform for finance automation elevating how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. Our platform provides a comprehensive suite of finance automation solutions designed for mid-market businesses across accounts payable global payouts procurement employee expenses corporate cards supplier management tax compliance and treasury. Tipalti partners with leading financial institutions such as Citi Wells Fargo J.P. Morgan and Visa enabling over 5000 global companies to efficiently and securely pay millions of suppliers and payees across 200 countries and territories in 120 currencies.

At Tipalti we pride ourselves on our collaborative culture the quality of our product and the capabilities of our people. Tipaltians are passionate about the work they do and keen to get the job done. Tipalti offers competitive benefits a flexible workplace career coaching and an environment where diverse individuals can thrive and make an impact. Our culture ensures everyone checks their egos at the door and stands ready to reach for success together.

Founded in Israel in 2010 Tipalti is a global business headquartered in the San Francisco Bay Area (Foster City) with offices in Tel Aviv Plano Toronto Vancouver London Amsterdam Tbilisi and Medellin.

In this role you will be responsible for:

• Coach and develop the team day-to-day. Provide real-time hands-on coaching feedback and support to 710 operations agents; conduct regular 1:1s quality reviews and skill-building to accelerate ramp and raise individual performance.
• Drive consistency and quality. Ensure agents follow standard operating procedures and quality standards consistently reducing variability across the team and maintaining accurate secure and timely payment processing.
• Own daily execution against SLAs. Manage queues workload distribution and throughput in a high-volume environment to consistently meet or exceed service-level agreements and turnaround targets.
• Lead with data and metrics. Monitor KPIs and dashboards daily identify trends and outliers and use the numbers to direct the teams focus address performance gaps and continuously improve efficiency and effectiveness.
• Be AI-forward. Champion the adoption of AI and automation tools within the team; identify repetitive or manual tasks that can be streamlined and coach agents on using these tools to work faster and more accurately.
• Uphold high customer experience standards. Hold the team to an excellent bar for the payment experience delivered to customers and their suppliers and resolve day-to-day escalations quickly and thoroughly.
• Motivate and engage the team. Create an energized accountable team culture that sustains high performance in a fast-paced repetitive SLA-bound operation; recognize strong work and address performance issues promptly and fairly.
• Report on team performance. Provide leadership with regular accurate updates on team metrics productivity quality and operational issues including early flags on emerging risks.
• Collaborate across teams. Partner with adjacent Card Team and Customer Support partners to keep work flowing smoothly and to surface and resolve recurring issues that affect the teams output.

About you

• 3 years of front-line/direct people management experience in a high-volume operations role (e.g. collections payment operations contact center or similar SLA-bound task-oriented environment).
• Demonstrated success managing and developing a team of front-line agents including early-career staff with measurable improvement in productivity and quality.
• Proven ability to drive performance against KPIs and SLAs in a fast-paced high-volume operation.
• Strong data and metrics orientation comfortable working with dashboards reporting tools and datasets to manage the team and identify opportunities to improve.
• A hands-on coaching-first leadership style with a track record of motivating and engaging teams.
• Genuine interest in and willingness to adopt AI and automation tools to improve team efficiency and effectiveness.
• High bar for customer experience and a strong sense of ownership over quality and outcomes.
• Bachelors degree in Business Finance Operations Management or a related field or equivalent practical experience.
• Experience in payments fintech banking or card operations is a plus; familiarity with card payment concepts (authorization settlement chargebacks) is strongly preferred.
• Proficiency with Salesforce Zendesk MS Excel and Google Suite.
• Strong analytical skills and comfort using reporting tools and dashboards to track performance and spot trends.
• Excellent coaching communication and interpersonal skills with high attention to detail.
• Ability to prioritize organize and manage a teams workload effectively in a dynamic high-volume environment.
• Comfort working with and championing AI-enabled tools in daily operations.

Tipalti is posting this job opening for and on behalf of SDS (Cyprus) Limited and/or SDS Tbilisi Limited LLC (both are hereinafter referred to as SDS). Any potential employment and/or consulting arrangements entered into as it relates to this job opening will be between you and SDS. Tipalti shall not be held responsible for the information and contents contained in this job posting or for any issues arising out of or related to this job posting.

Our Mission

Our mission is to elevate how finance teams operate in the global economy. We empower our customers to scale faster and smarter by removing the complexities of doing global business and accelerating their finance operations efficiency. We are the AI-powered platform that automates finance.

Tipalti is fueled by a commitment to our customers and a desire to build lasting connections. Our client portfolio includes high-velocity businesses such as Amazon Twitch GoDaddy Roku and ZipRecruiter. We work hard for our 99% customer retention rate which is built on trust reliability and innovation. Tipalti means we handled it - a mission to which we are constantly committed.

Accommodations
Tipalti champions inclusive teams in which every voice counts. We are committed to recruiting diverse candidates with varied personal experiences and abilities. We welcome applications from candidates belonging to historically underrepresented or disadvantaged groups and maintain an equitable Talent Acquisition process that is free from discrimination.

As an equal opportunities employer Tipalti complies with employment and human rights laws across the various jurisdictions in which we operate. Should you require reasonable adjustments or accommodations during the recruitment process including access to alternate formats of materials meeting spaces or other accommodations that could better enable your full participation please reach out to for assistance.

AI Use
We may use artificial intelligence and automated systems (collectively AI) to screen assess and select candidates during our recruitment process. This includes resume screening skills assessment and candidate matching. You have the right to request human review of any automated decision. For more information about how we collect and use personal data and information during recruitment please refer to our Job Candidate Privacy Notice. For additional questions about our use of AI during our recruitment process you can contact .

Privacy
We are committed to protecting the privacy interests of job applicants and candidates. For more information about our privacy practices during our Talent Acquisition process please refer to our Job Candidate Privacy Notice below:

Job Candidate Privacy Notice Tipalti

Experience:

Manager

Employment Type : Full Time
Experience: years
Vacancy: 1