Job Summary

You'll own the day-to-day Payment Operations function supporting Circle Payments Network, with accountability for operational coverage, queue performance, escalations, investigation quality, team capability, and process execution across a 24x7 environment. You'll develop analysts from onboarding through independent case ownership, maintain a high bar for operational quality, and ensure the team has the processes, training, documentation, and performance management needed to operate effectively. You'll also be the domain expert on the network and the senior operational escalation point for issues that cannot be resolved within the team.

Responsibilities

- Own shift design, rostering, coverage planning, and handoffs across a 24x7 model, including leave, surge and holiday planning, and the coverage math that sits behind it.

- Own live queue management, ensuring incoming partner queries and detected exceptions are picked up, triaged, worked, and closed within SLA.

- Own the escalation path.

Senior

Analysts are the first escalation point and work the hardest cases; you take what they cannot resolve and decide when an issue needs to leave the team and move to Engineering, Product, or partner-facing leadership.

- Build and run analyst onboarding, continuous training, certification, and competence development, using actual case output to identify individual gaps, build targeted improvement plans, and develop analysts from day one through independent handling of the full query mix.

- Establish and operate the QC program, including case sampling, review, calibration, error taxonomy, investigation standards, and feedback loops into training and SOPs.

- Own the operational metrics the function reports on, including Time to Acknowledge (TTA), Time to Resolve (TTR), SLA compliance, and volume and failure trends by shift, partner, and rail; produce the weekly operations readout and be able to explain any number in it.

- Develop and maintain current,



usable SOPs and runbooks that reflect how the team actually works; close gaps between practice and documentation, and run process changes through communication, training, adoption verification, and measurement.

What youll bring to Circle

Core requirements

- 8+ years in payment operations, payment investigations, settlement operations, or a comparable operations function at a payments company, fintech, or bank.

- 2+ years directly managing a team of operations analysts as a Team Lead, Assistant Manager, or Manager, with real accountability for their output and not just work allocation; you are still hands-on and want to stay that way.

- Hands-on ownership of at least one full shift roster in a 24x7 or extended-coverage operation; you have built the roster, run the coverage math, and handled the exceptions.

- Demonstrated ownership of training and r you can name analysts you took from current to independent and describe how you developed them.

- Demonstrated ownership of process and documentation; you have written SOPs and runbooks that other people used, not just followed someone else s.

- Cross-border payments depth, including correspondent banking, SWIFT/MT103, local rails, reconciliation, exception handling, and settlement investigations.

- Comfortable working from data; you set targets, track them, and can defend the numbers.

What will make you stand out

- You have done this in a team that was being built, not one that was already running; you set the process rather than inheriting it.

- You have run an operation where the SLA mattered to a customer or partner, and you can describe what you changed to hit it.

- You have exposure to stablecoins, crypto rails, or digital assets, or clear evidence that you pick up new domains quickly.

- You actively use AI tooling in your own work and have a point of view on where it can-and cannot-improve operations.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Manager, Payment Operations (Bengaluru)
🏢 Circle Internet Tech
📍 Bengaluru