Payment Operations Team Lead

At Skydo, we are looking for a “Team Lead – Payment Operations” to lead our payment-operations associate team. This is a hands-on, execution-first, people-leadership role. You will run day-to-day payment operations and lead a team of payment operations associates to deliver best-in-class TAT, accuracy and customer experience.

What you will do :

• Lead a team of operations associates to process payments and setups with optimal TAT, accuracy and payment experience
• Own day-to-day payment processing, exception handling, escalations and incident resolution to protect customer satisfaction
• Drive team SLAs, quality and productivity; set KRAs, coach and develop associates, and manage capacity and rosters
• Liaise with Skydo’s banking and fintech partners’ operations teams to resolve transaction issues quickly
• Identify and implement process improvements and automation to reduce manual effort and errors
• Set up dashboards and track metrics; report on team and process performance
• Coordinate with product, tech, compliance and partnership teams to keep operations running smoothly
• Support the operational design and ramp-up of new launches under the Payment Operations Head

You’re a good fit if you have:

• Proven ability to deliver in operations — owning TAT, accuracy and SLAs in a fast-paced environment
• Experience leading or mentoring a team, with a people-first, accountability-driven approach
• An automation-first, process-improvement mindset
• Discretion, diligence and reliability in executing processes
• Customer empathy to ensure a fine balance between process efficiency and customer satisfaction
• Strong communication and cross-functional collaboration skills with internal and external stakeholders
• Hands-on experience with MS Excel, SQL and BI/Dashboard tools is mandatory

What we’re seeking:

• Experience: 4–7 years in operations with a strong hands-on delivery record, preferably at a tech-first company (fintech, payments, quick-commerce, logistics or SaaS ops); 1–2 years leading or mentoring a team preferred.
• Education: Engineering, MBA or commerce background; a demonstrated operations delivery track record is valued over pedigree.
• Effective communication: clear articulation and active listening across customers, partners and team members.
• Analytical proficiency: strong ability to analyse data, understand trends and draw actionables, with a process-improvement orientation.
• People management: leading, building and improving your team with defined KRAs and a growth mindset