We are looking for a Payments Manager who understands the intricacies of payment rules, regulations, and technology to support providing a best-in-class digital payments business that offers unique value for our customers. This role is ideal for someone with hands-on experience in payment operations who can effectively collaborate with internal teams and represent Novo in conversations with partner banks and payment vendors. You'll help ensure operational soundness, resolve escalations, and contribute to process enhancements that support our growing customer base. About the Role: • Act as a payments subject matter expert (SME) for internal teams across Banking, Customer Support, Risk, Marketing, Product and Engineering. • Manage operational escalations across all supported payment rails, including ACH returns, wire exceptions, and check issues. • Interface with partner banks, networks, and payment processors to research and resolve processing issues, support onboarding workflows, and implement controls. • Support documentation and communication of payment-related policies, processing timelines, and exception procedures. • Collaborate cross-functionally to identify and drive opportunities for automation, cost reduction, fraud mitigation, operational efficiencies, and improved customer experience. • Participate in working sessions and procedure reviews to ensure operational readiness for new payment features and rails. • Maintain strong awareness of compliance considerations and network rules relevant to your daily functions (e.g., Nacha, UCC, Reg CC). • Proactively identify recurring issues and build or improve controls to prevent recurrence, beyond solving for just the moment. • Track and communicate key operational metrics to leadership and cross-functional partners. Requirements for the Role: • 4-6 years of hands-on experience working in payment operations or processing in banking or fintech. • Deep functional knowledge of at least three major payment types (ACH, wire, card, check, RTP, or FedNow) • Strong understanding of transaction workflows, return codes, cutoff times, dispute windows, and settlement practices. • Excellent communication skills; able to translate complex issues across operations, compliance, and technology teams, as well as with external vendors and banks. • Ability to thrive in a regulated and fast-paced environment, maintaining attention to detail and operational discipline. • Collaborative working style with the ability to document, escalate, and follow through on process-related issues. • Demonstrated track record of measurable operational improvements. Candidates should be prepared to discuss specific outcomes (e.g., reduced error rates, improved resolution SLAs, new process controls implemented). How We Define Success: • Timely and accurate resolution of operational escalations • Strong communication and coordination with external partners • Improved consistency and documentation in payments workflows • Contributions to new product readiness and cross-functional launches • Proactive identification and remediation of recurring issues, not just reactive firefighting. • Visible reduction in manual processing volume through automation or process improvement. Nice To Have, but Not Required: • Exposure to core banking systems, payment hubs, or case management tools • Familiarity with payment fraud prevention concepts or operational risk controls