Head of Payment Operations

Shift

. Build and scale Shift's payment operations function .

Posted 9/21/2026full-timeSydney • AustraliaLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and scaling payment operations, with a focus on Direct Entry and NPP payment rails, fraud monitoring, and disputes management. Proven ability to lead teams, establish governance frameworks, and optimize processes within regulated financial services.

Highest-signal resume keywords

Payment Operations ManagementFraud Monitoring ExpertiseRegulatory CompliancePeople LeadershipProcess Mapping and Optimisation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Direct Entry Payment RailsNPP Payment RailsFraud MonitoringDisputes ManagementChargeback ProcessesOperational ControlsData-Led AnalysisKPI DevelopmentIncident ManagementRoot Cause Analysis

Soft Skills

Stakeholder ManagementExecutive CommunicationTeam BuildingCustomer Journey Analysis

Industry Keywords

Financial ServicesRegulated EnvironmentService Level AgreementsVendor ManagementGovernance Frameworks

Tech Stack

Tools & technologies

Ruby on Rails

About the role

Key responsibilities & impact

Build and scale Shift's payment operations function
Design and implement bank-quality payment operations processes across Direct Entry and NPP, with scalability for additional payment channels
Enhance transaction monitoring from foundational rules to mature, risk-based detection, including rule design, alert triage, and escalation
Collaborate with Product and Technology to grow fraud monitoring across detection, investigation, and case management
Build disputes and chargeback capabilities covering scheme rules, regulatory obligations, customer dispute handling, and recovery processes
Recruit, build, and lead a payment operations team providing 24/7 coverage and service
Establish and maintain payment operations policies, procedures, controls, and governance frameworks
Oversee SLAs for vendors, payment infrastructure, and processing partners with Product and Line 2 Risk
Define and embed a KPI-, data-, and client-insight-driven performance framework
Manage operational incidents for payment processing and fraud events, including root cause analysis and response
Act as the primary business engagement point for payment operations and educate stakeholders across Product, Risk, Customer Service, and executive leadership
Report payment operations performance, risk posture, and incident trends to the Director of Operations and SLT

Requirements

What you’ll need

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
Legal right to work in Australia or New Zealand without employer sponsorship

Benefits

Comp & perks

Collaborative teams and a flat structure with opportunities to learn from colleagues and senior leaders
Company-wide gatherings every 100 days to share the product and technology roadmap and business strategy
Flexible working environment and flexible work policy
26 weeks paid parental leave
Purpose-built office spaces for collaboration, brainstorming, socialising, and focused work
Benefits supporting physical, psychological, and financial wellbeing
Birthday day off
End-of-trip facilities