Position Title: Payments Operations Manager
Department: Payment Operations
Reports To: Director of Payment Operations
Job Type: Full-time
FLSA Status: Non - Exempt
Overview: The Payment Onboarding Manager will oversee a team responsible for the end-to-end change control processes within the payment system environment, ensuring that all updates are implemented seamlessly, accurately, and without service disruptions. This individual should possess expertise in risk identification, developing detailed process documentation, and establishing robust internal controls to mitigate operational errors and compliance risks. This role is essential to maintaining the integrity and efficiency of our merchant services platform, with a primary focus on change control management and error prevention. The position requires strong analytical capabilities and meticulous attention to detail to ensure the consistent delivery of high-quality outcomes.
Essential Job Functions & Key Responsibilities:
- Develop and execute comprehensive onboarding project plans, including timelines and milestones.
- Collaborate with internal teams and external clients to gather requirements, manage expectations, and ensure alignment throughout the onboarding lifecycle.
- Create and maintain onboarding documentation, including user guides, training materials and FAQ’s to facilitate a smooth and efficient onboarding experience for merchants.
- Prepare and conduct thorough training for onboarding and change management functions to ensure team members are equipped for evolving business needs.
- Serve as the escalation point for onboarding and change management providing guidance, training and support to individual contributors.
- Manage and process change request from merchants, including modifications to account information or processing needs.
- Ensure all queues are cleared within Service Level Agreements (SLA) requirements and adhere to the delivery timeframe for onboarding tasks- coverage, response times, satisfaction standards and accuracy.
- Regularly analyze change management to identify potential problems, areas of improvement and determine root cause.
- Troubleshoot issues with client processing configurations for merchant accounts.
- Monitor the actions of individual contributors for accuracy and efficiencies in daily operations.
- Design and enforcing strict operational controls and checkpoints to prevent change request processing errors.
- Maintain audit ready documentation and ensuring adherence to regulatory and internal policy standards.
- Monitor and track issues logs to proactively detect and resolve inefficiencies.
- Identify areas for improvement in the onboarding process and propose and implement solutions to enhance efficiency, merchant satisfaction and overall onboarding effectiveness.
- Address and resolve any issues or challenges that arise during the onboarding process, ensuring timely and effective resolution to maintain customer satisfaction and project success.
- Ensure timely, accurate and complete onboarding of clients in Digital Payments as well as upstream partners.
- Develop, maintain, and update reports to assist and inform various partners and departments on payment related issues.
- Work with the Director of Payment Operations to eliminate blockers.
- Identify potential roadblocks and offer solutions to ensure adherence to the process or policy.
- Maintain 2 -4 audits per week for change management request.
- Comprehensive understanding of One Inc product offerings
- Conduct weekly 1:1’s with individual contributors for guidance and coaching.
- Be available for after-hours support as needed.
- Other duties as assigned
Skills & Abilities:
- 3-5 years of Payment processing or related field.
- 3-5 years of Management experience.
- Detail oriented, self-motivated and attention to accuracy.
- People -oriented and customer focused.
- Excellent attention to detail, strong investigative skills and exceptional analytical skills
- Proficiency in Microsoft Office Applications is required
- Proficiency in JIRA and Salesforce is required
- Strong interpersonal skills and the ability to adapt in a changing environment
- Solid organizational skills, including multitasking and time-management
- Strong client-facing and teamwork skills
- Excellent listening, verbal and written communication skills
- Ability to function with high-level and long-term strategy in mind
- High level of intellectual curiosity and challenge existing current processes.
- Excellent customer service ability that results in trust and long-standing relationships with our customers
Education & Experience:
- Bachelor’s Degree in Business, Project Management or equivalent work experience in Financial technology or relevant field.
- Proven work experience as a Payment Facilitator or similar role, – insurance and or payments experience is preferred
- 3+ years of experience within payment processing space or merchant onboarding in the payments industry.
Desired Traits:
- Growth Mindset, Problem Solver, Demonstrates Ethical Behavior, Leverages Resources, Strong Drive, True Team Player, Supportive & Adaptable to Change, Commitment to Personal & Professional Development
Physical Demands:
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
| Environment: | Standard indoor office setting; exposure to computer screens |
| Physical: | Requires repetitive motion. Substantial movements/motions of the wrists, hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed |
| Vision: | See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents |
| Hearing: | Ability to hear in the normal audio range with or without corrections |
Company Profile: One Inc provides insurance companies a digital payments platform designed to maximize retention of the new generation of policyholders—while reducing security risks and minimizing payment processing costs. One Inc has become the fastest growing digital payments platform in the insurance industry, and now manages more than $2.5 billion a year in payments for customers.
Based in Folsom, CA—ranked by WalletHub as the best place in California to raise a family—One Inc offers a competitive salary, and benefits including medical, dental, and vision insurance, life insurance, stock options, commitment to a solid work/life balance, and a policy of promoting from within whenever possible.
One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.
