Director of Payment Operations

3 weeks ago

Vancouver BC, Canada CLIO Full time €140,000 - €210,000

What your team does:

Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. The Payment Operations team, led by the Director of Payment Operations, is responsible for the rapid scaling of its Clio Payments product throughout North America, and Clio's broader international footprint The team is responsible for the entire customer journey - from client intake and onboarding, day-to-day account management, through to dispute resolution and fraud and credit monitoring. Payment Operations is a critical function within Clio which is focused on driving results for the company through strategic, operational, and data-driven improvements.

Who you are:

Reporting directly to the VP of Financial Services, we are seeking a highly experienced Director of Payment Operations, with a strong track record in Payment Operations and Risk Management, to lead our scaling Payment Operations team. The candidate will have a critical role in influencing decisions related to product, pricing and customer experience while balancing process and risk.

What you'll work on:
  1. Build and maintain tactical fraud mitigation strategies across a variety of payment fraud use cases and platforms.
  2. Track, evaluate, and mitigate fraud occurrences as they develop and prepare the enterprise for new fraud developments as they arise.
  3. Build and execute against a new chargeback resolution strategy, maximizing win rates, minimizing chargebacks, and delivering excellent customer experiences.
  4. Approve ad-hoc custom price events for new merchants, recommend new pricing strategies, and automate pricing models where necessary.
  5. Define, implement, and maintain support flows, processes, and procedures to address and resolve in-market incidents and issues.
  6. Collaborate with cross-functional teams including Product, Technology, Finance, Customer Service, InfoSec, and Compliance teams to help deliver and operate new payments products and markets.
  7. Manage and grow the Payments Operations team within the financial services business unit organization that manages the day-to-day operations of our payment products.
  8. Manage the relationships with the key third-party service providers & partners who are required to deliver these payments services to our customers.
  9. Act as an escalation point for the Customer Service team to investigate customer issues.
  10. Act as a subject matter expert for payments platforms; will be responsible for how these payment platforms are setup and configured to ensure all business requirements are met.
  11. Expand and refine on custom pricing strategies for new merchants, including negotiating custom rates for larger customers at scale.
  12. Oversee daily reconciliation and financial reporting for the Payments business, including migrating away from manual reconciliation in favor of more efficient processes.
What you may have:

Fintech expert in the areas of operations, risk management, accounting and finance.

Direct experience working with modern fintech / BaaS companies such as Stripe, Adyen, Worldpay, Fiserv, AirWallex, Plaid etc.

Influencer, partner, and leader who can work cross-functionally with Engineering and financial business teams across a company to set and deliver on product vision.

History of coaching high-performing teams who are motivated to do better and think bigger as a result of your leadership.

Data-driven mindset and highly analytical with the desire and ability to dig into metrics to derive insights and drive decisions.

Serious bonus points if you have: Banking experience in acquiring and/or issuing, specifically as it relates to compliance, fraud and risk management.

What you will find here:

Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

  1. Competitive, equitable salary with top-tier health benefits, dental, and vision insurance.
  2. Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office min. once per week on our Anchor Day.
  3. Flexible time off policy, with an encouraged 20 days off per year.
  4. $2000 annual counseling benefit.
  5. RRSP matching and RESP contribution.
  6. Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years.

The expected salary range* for this role is $140,000 to $210,000 CAD. Please note there are a separate set of salary bands for other regions based on local currency.

In addition, this role is eligible for variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis.

*Our salary bands are designed to reflect the range of skills and experience needed for the position and to allow room for growth at Clio. For experienced individuals, we typically hire at or around the midpoint of the band. The top portion of the salary band is reserved for employees who demonstrate sustained high performance and impact at Clio. Those who are new to the role may join below the midpoint and develop their skills over time. The final offer amount for this role will be dependent on geographical region, applicable experience, and skillset of the candidate.

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