Senior Director, Client Processing Manager

Regional Leadership and Strategy Own the US payments operations strategy, operating model, and performance outcomes; set direction, define success metrics, and ensure alignment with global standards. Lead multi‑country operations teams, balancing regional nuances with global consistency and scalability. Shape capacity planning, workforce strategy, location strategy, and vendor/partner engagement.

Own the US payments operations strategy, operating model, and performance outcomes; set direction, define success metrics, and ensure alignment with global standards.

Lead multi‑country operations teams, balancing regional nuances with global consistency and scalability.

Shape capacity planning, workforce strategy, location strategy, and vendor/partner engagement.

Operational Excellence and Risk Management Ensure daily operational integrity across all payment rails with a focus on timeliness, accuracy, resiliency, and client SLAs. Strengthen first‑line risk and control discipline: incident prevention, rapid issue resolution, root‑cause elimination, change control, and regulatory adherence. Drive robust operational readiness for new products, market infrastructures, and regulatory changes.

Ensure daily operational integrity across all payment rails with a focus on timeliness, accuracy, resiliency, and client SLAs.

Strengthen first‑line risk and control discipline: incident prevention, rapid issue resolution, root‑cause elimination, change control, and regulatory adherence.

Drive robust operational readiness for new products, market infrastructures, and regulatory changes.

Data, AI, and Automation Build a data‑literate culture; define critical data elements, quality standards, and the operational analytics roadmap. Implement AI/ML use cases for exception handling, anomaly detection, forecasting, and intelligent workflow orchestration. Scale intelligent automation (RPA, orchestration, decision engines) to reduce manual effort, accelerate cycle times, and improve straight‑through processing (STP).

Build a data‑literate culture; define critical data elements, quality standards, and the operational analytics roadmap.

Implement AI/ML use cases for exception handling, anomaly detection, forecasting, and intelligent workflow orchestration.

Scale intelligent automation (RPA, orchestration, decision engines) to reduce manual effort, accelerate cycle times, and improve straight‑through processing (STP).

Reengineering and Transformation Lead end‑to‑end process reengineering: eliminate failure demand, simplify controls, standardize workflows, and modernize tooling. Champion continuous improvement (Lean/Agile) and measurable uplift in KPIs: STP, cost‑to‑serve, defect rate, turnaround time, and NPS. Partner with Technology and Product to co‑create target‑state capabilities, ensuring operational design is embedded early in change.

Lead end‑to‑end process reengineering: eliminate failure demand, simplify controls, standardize workflows, and modernize tooling.

Champion continuous improvement (Lean/Agile) and measurable uplift in KPIs: STP, cost‑to‑serve, defect rate, turnaround time, and NPS.

Partner with Technology and Product to co‑create target‑state capabilities, ensuring operational design is embedded early in change.

Client Experience and Stakeholder Management Serve as the senior operational point of contact for strategic clients and market infrastructures in the US; handle escalations with urgency and transparency. Collaborate with Sales, Product, Technology, Risk, Compliance, and Finance to deliver client outcomes and business growth. Represent operations in US governance forums; communicate performance, risks, and transformation progress.

Serve as the senior operational point of contact for strategic clients and market infrastructures in the US; handle escalations with urgency and transparency.

Collaborate with Sales, Product, Technology, Risk, Compliance, and Finance to deliver client outcomes and business growth.

Represent operations in US governance forums; communicate performance, risks, and transformation progress.

People Leadership and Culture Build and develop high‑performing, diverse teams; set clear goals, coach leaders, and foster accountability. Promote a culture of client obsession, curiosity, ownership, and collaboration across locations and time zones. Invest in upskilling: data literacy, AI fluency, automation tooling, and agile ways of working.

Build and develop high‑performing, diverse teams; set clear goals, coach leaders, and foster accountability.

Promote a culture of client obsession, curiosity, ownership, and collaboration across locations and time zones.

Invest in upskilling: data literacy, AI fluency, automation tooling, and agile ways of working.

Bachelor’s degree or the equivalent combination of education and experience is required; advanced/graduate degree preferred.

15 plus years of total work experience preferred, with at least 5-7 years in management.

12–15+ years in payments operations or adjacent domains (transaction banking, clearing, real‑time payments, cross‑border), with 7+ years leading large, multi‑site teams.

Proven track record running complex operations with significant daily volumes, tight SLAs, and high regulatory scrutiny in APAC markets.

Demonstrated success implementing AI/ML and automation in production operations, with measurable KPI improvements.

Strong data literacy: ability to define data strategies, interpret analytics, challenge insights, and make decisions grounded in evidence.

Deep understanding of operational risk, control frameworks, business continuity, and regulatory requirements across Americas jurisdictions.

Experience in process reengineering (Lean/Six Sigma) and agile delivery; comfortable leading transformation programs end‑to‑end.

Exceptional stakeholder management and executive communication skills; adept at influencing across Product, Technology, Risk, and front‑office.

Bachelor’s degree required; advanced degree or professional certifications (e.g., PMP, Lean Six Sigma Black Belt, data/AI certifications) are a plus.

Technical and Domain Skills

Payments domain: real‑time payments (e.g., FAST/NPP), high‑value/RTGS, ACH, SWIFT cross‑border, ISO 20022, correspondent banking operations.

AI/Automation: familiarity with AI/ML operations use cases, RPA/orchestration platforms, NLP for email/case routing, predictive analytics for capacity/incident prevention.

Data and Analytics: SQL and/or data visualization literacy; comfort with KPI dashboards, anomaly detection, and operational forecasting.

Tools and Platforms: exposure to case management/workflow tools, incident/change management platforms, and control monitoring systems.

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