Payment Operations Manager

EML Payments

EML Payments is a global leader in the fintech space. Headquarters is in Brisbane Australia, offices are located around the world including USA and Europe. Our mission is to create awesome, instant, and secure payment solutions that connect our customers to their customers, anytime, anywhere, wherever money is in motion. Our Purpose is to inspire transformative digital change for our customers and communities.

About the role

The Payment Operations Manager takes ownership of operational activities across card schemes (Visa, Mastercard) and payment ecosystem partners (current and future), including Issuing banks, ACH, FedNow, acquirers, processors, and external service providers. Alongside partner relationship management, you’ll balance hands-on BAU with delivery of technical and operational change, ensuring payments are reliable, well-controlled, and compliant. 

As a deep subject matter expert, you are a go-to person for support with Card Scheme related requests or challenges.  Whether it is implementing new settlement currencies, managing a new BIN split or investigating a potential issue, you’ll keep focus and pace, seeing things through to completion.

You will play an active role in structured partner governance, including participation in service reviews, SLA performance reporting, and driving alignment to EML’s objectives.  This is a hands-on role that mixes day-to-day problem solving with building better ways of working, bringing clarity, structure, and a calm, solutions-focused approach to complex challenges.

What you'll do

• Oversee regular operational activities, reporting, and requirements for payment schemes (Visa/Mastercard), providing escalation support and SME guidance. 

• Ensure adherence to scheme rules, operational standards, and mandatory change programs. 

• Support BIN setup, program configuration, and lifecycle management. 

• Monitor scheme performance and operational risks, developing and reporting KPIs for leadership visibility and continuous improvement. 

• Lead operational deliverables and readiness for program launches, network integrations, migrations, and technical change, coordinating Technology, Product, Compliance and external providers to ensure smooth go-live and BAU handover. 

• Manage operational escalations with card schemes and payment partners, coordinating incident resolution and ensuring follow-ups are completed. 

• Support operational delivery across the broader payments ecosystem (acquiring partners, processors, and service providers), ensuring reliable performance and timely issue resolution. 

• Support partner governance (MBRs/service reviews) by providing performance/SLA inputs, capturing actions/decisions, and tracking follow-ups to closure. 

• Mentor and develop junior colleagues through coaching, structured knowledge-sharing and review of key deliverables, building capability and consistency across the team. 

• Define, document, and implement operational payment processes aligned with scheme rules and regulatory standards. 

• Oversee assurance documentation and audits, ensuring compliance with regulatory standards and scheme requirements. 

• Contribute to payment-related projects, including regulator-driven or scheme-driven initiatives. 

Qualifications

Knowledge of and skills in:  

• Prepaid and debit products, and the associated funding and transaction flows  
• Operational project management with a focus on execution and process improvement 

• Strong understanding of card network operations, including BIN management and implementations, prepaid/debit card program requirements, transaction routing and more 

• Proven vendor or relationship management experience 

• Familiarity with acquirers, processors, and non‑card payment partners would be advantageous

Ability to:  

• Negotiate with partners and vendors, driving operational and strategic outcomes that align with business objectives 

• Manage complex relationships across issuers, acquirers, card networks and service providers 

• Ensure program compliance with network rules, reducing risk and improving performance 

• Deliver to tight timelines while managing multiple priorities 

• Communicate clearly with partners, stakeholders and internal teams 

• Work independently and stay hands-on in execution 

• Lead cross-functional delivery without direct authority, driving partner outcomes 

• Apply a practical, solutions-focused approach to operational issues 

• Operate effectively in a global payments environment across varied regulatory and operational contexts 

What We Offer:

• Health Insurance
• Dental and Vision insurance
• Employer-paid Life and Disability insurance
• 401k plan with employer match
• Paid time off including:

(up to) 25 days of PTO & Holidays

• Robust Parental Leave
• Birthday Leave
• Volunteer Leave