Head of Payment Operations

Hello there, thanks for paying attention to our vacancy and let us introduce ourselves.

We are an IT company occupying a remarkable place in marketing, gaming, and financial segments of the iGaming industry. Our products are successfully implemented in European, African, and Latin American markets.

Ever since we first started, we have been driven to find the best solutions in everything we do. At the same time, we have been creating strong connections all over the world which have helped us establish our presence in the industry.

We strive for fun, elegance, and efficiency in everything we do. You can feel this in our relaxed, homelike working environment. We offer employment and seek to hire only the brightest, most driven, and most gifted minds around.

Currently, we are looking for an ambitious Head of Payment Operations to join our team for full-time employment in our beautiful office in New Belgrade.

Here are a few reasons to join us:

• competitive salary and constant encouragement for your efforts and contribution (annual salary review);
• rapid growth (junior to CEO is a familiar journey for our company. We value business results and individuals eager to raise the bar. As an employer we provide supportive space to pursue your ideas);
• we are taking care of the overall well-being of our people by providing private health insurance and Fit Pass for all;
• modern and comfy office (easy-to-get office in new business center with a spectacular view, free fruits, and snacks in the office, playroom with billiard, tennis table, and PlayStation);
• we like to celebrate special days and have fun at our corporate events, and team-building activities, and we have special vouchers for our people's birthdays so you can enjoy your special day.

The person in this role is expected to ensure the smooth, scalable, and controlled operation of all payment operations, including transactions, payouts, reconciliations, and support, while strictly adhering to SLAs, regulatory requirements, and financial accuracy. The Head of Payment Operations is the master of operational financial stability.

In this position, we would like you to undertake the following responsibilities:

• Own full responsibility for payment operations, payouts & settlements, reconciliation, and payment support
• Control all cash flows from transaction authorization to final crediting to merchants
• Ensure accuracy, timeliness, and transparency of all operations
• Manage multiple operational areas including Payment Operations, Payout Operations, and Payment Support
• Build and structure teams, define areas of responsibility, and establish coverage models (T+X, 24/7 where required)
• Lead onboarding, development, and retention of key employees
• Be responsible for SLA compliance, on-time payouts, and MTTR for incidents
• Monitor and provide support during mass incidents, payment delays, and partner failures
• Make decisions in critical and high-pressure situations
• Oversee root cause analysis (RCA) and corrective / preventive actions
• Design and optimize operational processes, runbooks, and checklists
• Standardize operations across countries, payment methods, and partners
• Prepare operations for volume growth, launch of new markets, and new products
• Collaborate closely with Risk, Compliance, and Finance teams
• Control operational risks, payment errors, and suspicious transactions
• Ensure compliance with AML/KYC requirements (operational scope), sanctions regulations, and internal limits and policies
• Manage operational relationships with acquiring banks, payout providers, and payment systems
• Control partner SLAs, cut-off times, and reporting quality
• Participate in partner selection, launch of new countries, and rollout of new payout methods
• Work closely with Product, Payment Development, and Account Management / KAM teams
• Ensure operational readiness of new features and correct go-live execution
• Provide operational support for large clients and enterprise cases
• Define, track, and monitor KPIs including on-time payout rate, reconciliation accuracy, incident rate, and SLA compliance
• Prepare regular operational reports
• Analyze bottlenecks and identify opportunities for efficiency improvements

Requirements:

• Russian language proficiency at C1 level or higher, both written and spoken
• English language proficiency at B2 level or higher, both written and spoken
• 7-12+ years of experience in: payment operations, fintech / banking operations
• 3–5+ years in the role: Head / Senior Manager / Operations Director
• Deep understanding: payment flows, settlements & payouts, reconciliation
• Experience managing multiple teams, high-volume operations

Would be a plus:

• Experience in: international payments, PSP / acquiring
• Understanding: AML/sanctions screening, PCI DSS (operational level)
• Skills: process management, analytics and KPIs

From our part, we are ready to provide you with our full and comprehensive support in order to successfully cope with this list of tasks. Our Payment Department is waiting for you to become a part of it!