Payment Operations Director

About this role

Join Zepz: Breaking Down Borders, Together
Our Meaningful Mission
At Zepz, we're all about breaking down barriers for our customers and our teammates. Our purpose is deeply personal, we provide a lifeline and deliver opportunities to cross-border communities that need it most through cutting edge finance and tech.Zepz is the power behind WorldRemit and Sendwave, driven by the mission to celebrate the incredible impact migrants have, both at home and abroad. We're not just moving money; we're building a world that truly recognizes and supports global connections.

Who You'll Be Joining
We look for mission-driven builders who thrive in a fast-paced environment connected to a true purpose. We’re an always developing team of experts that enjoy problem solving and bring clarity to tough challenges. At Zepz, we are Relentless Learners, always seeking feedback, and Responsible Owners, treating company resources like your own. We depend on Transparent Communicators who keep the team aligned through open, honest talk.

Our Core Commitments — What We Live By
Our vibrant and truly diverse culture is built on three core commitments, that guide how we work and interact:

Integrity:We always do the right thing. It’s simple, but it’s the foundation of everything we build for our customers and each other.

Outcomes: We work for our customers. Their success and prosperity are the results we focus on delivering.

Velocity:We are fast! We maintain high energy levels and make smart decisions quickly, keeping us nimble and ahead of the curve.

Perks of Joining Our Team
We believe in empowering colleagues because we genuinely trust our team. Our culture is founded on this high trust, which naturally encourages the high ownership that drives us to meet our shared high expectations and deliver high performance. Our remote-first culture means you have the flexibility to work in your employing country wherever you feel the most focused and productive. This freedom comes with wonderful tailored, location-specific perks designed to support your whole life, not just your work. Think unlimited annual leave , great healthcare benefits, and employee discounts. We want you to thrive and focus entirely on making your biggest impact! In turn, we expect you to bring high ownership and commitment to your work. This is a place where we value trust and high performance, and we'll provide the environment and support needed for you to excel

About the Role
At Zepz, payment operations aren't just a back-office function - they are the critical engine that powers our global cross-border network across WorldRemit and Sendwave. As the Payment Operations Director you will be a hands-on leader who stays deeply in the detail, not above it. Sitting at the intersection of Finance, Engineering, Product, and external payout partners, you will serve as the senior operational owner of all payment functions. By driving down
transaction costs and optimising routing velocity, you will directly influence company margins and enable the product team to launch more competitive corridor pricing globally. Your mission is to build an operationally rigorous ecosystem that ensures millions of multi-currency transactions flow seamlessly, automates manual workflows, reduces financial exposure, and optimises transaction execution across sixty continents.

What you bring to the table
Deep payment operations & rail expertise: Extensive, hands-on leadership
experience running high-volume payment operations inside a global FinTech, FX, or
cross-border remittance environment.
Operational decisiveness: You are a proactive problem solver who makes calls quickly
with the information available, driving resolutions without waiting for perfect
conditions or full consensus.
Partner & SLA negotiation experience: Proven experience leading operational negotiations with global payment partners, managing partner onboarding/offboarding, and enforcing strict SLA adherence.
Data-driven accountability: Strong capability to translate operational data into a clear point of view for senior leadership, using metrics to hold both internal cross-functional teams and external stakeholders accountable.

What you will focus on
Payment rails & corridor operations: Drive end-to-end transaction execution across all global payment corridors, ensuring the reliable, accurate, and timely delivery of funds across bank transfers, card networks, mobile wallets, and cash payout networks.
Decisive route & partner management: Own corridor-level performance metrics (success rates, payout speed, cost). Manage strategic relationships with payout partners and aggregators, and make decisive calls to switch off, replace, or off-board partners that consistently underdeliver.
Transaction monitoring & exception handling: Build and continuously improve real-time monitoring of transaction flows to detect issues early. Refine escalation paths and playbooks to resolve transaction exceptions immediately before they impact customers, treating time-to-resolution as a core metric.
Process excellence & automation strategy: Design, document, and continuously improve the core operational processes that underpin payment execution, ledger matching, and reconciliation.
Partner with Engineering and Product to drive the automation of manual workflows and treat SOPs/runbooks as live operational tools.
Build, manage, and scale a high-performing team of payment operations specialists, analysts, and team leads. Set clear goals, conduct regular performance reviews, and foster a team culture grounded in extreme
ownership, operational rigor, and direct accountability.
Define and own the entire KPI framework for Payment Operations (including exception volumes, processing times, transaction success rates, and partner SLA performance). Translate complex operational data into
clear, proactive recommendations and act as a decisive escalation point for complex operational incidents.

Bonus Points if you have
Prior experience using…