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About the Role
As Head of Payment Operations, you will be responsible for building and scaling Shift's 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 role’s scope will expand alongside Shift’s growing payments product offering.
Responsibilities
- Design and implement bank-quality payment operations processes across Direct Entry and NPP, with scalability for additional payment channels.
- Enhance transaction monitoring capability, moving from foundational rules to mature, risk-based detection.
- Collaborate with Product and Technology to grow Shift’s fraud monitoring function.
- 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.
- Oversee SLAs for vendors, payment infrastructure, and processing partners.
- Define and embed a performance framework using KPIs, data, and client insights.
- 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.
- Report on payment operations performance, risk posture, and incident trends to the Director of Operations and SLT.
Requirements
- 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.
Skills
- Direct Entry
- NPP
- Fraud monitoring
- Disputes/chargebacks
- Regulatory fluency
- Vendor management
- Service level agreements
- Managed service providers
- People leadership
- Process mapping
- Process optimisation
- Customer journey analysis
- Requirements definition
- Data-led analysis
- Options analysis
- Business case development
- Stakeholder management
- Executive communication
Location
- North Sydney
Work Type
- Flexible working environment
- Hybrid
Benefits
- Collaborative teams
- 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
- Industry leading 26 weeks paid parental leave
- Purpose built spaces within our office
- Range of benefits supporting your physical, psychological and financial wellbeing.
- Day off on your birthday
- Excellent end of trip facilities
About the Company
- At Shift, we’re 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.
- Our unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment.
- You’ll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.