The Payment group at Swan leverages industry knowledge, payments expertise, and general acumen to build and operate the banking products & platform that power money movements for all Swan financial products.
Ultimately, the group is working toward a future in which all of the complexities that come with handling money (e.g., adopting new payment methods, booking and reconciling entries - technical vs. accounting vs. cash, integrating with banks and financial partners globally, addressing regulatory obligations, etc.) is hidden from Swan's partners and end-users.
The Payment Operations team is accountable for the daily run of Swan's payment engine & operations. Specifically, they manage:
Banking Transactions (Credit Transfers, Direct Debits, Cards, etc.)
End-to-end support & resolution of banking transactions-related incidents with internal (Engineering, Compliance, Product, etc.) and external (partner banks, card processors, card networks, card manufacturers, etc.) stakeholders
Clearing vs. settlement controls and reconciliation on all payment flows
Management of operational/day-to-day relationships with Swan's financial partners and identification of process inefficiencies
Execution of non-STP transactions (<0.001% of total transactions)
Expertise and support to Swan teams (Technical Account Management, Customer Support, KYC, etc.)
Physical Cards & Chargebacks
Regulatory Obligations & Controls
Control of automated client cash segregation processes
Production of performance/fees reports for card schemes (Mastercard) and X-Pays (Apple Pay, Google Pay) as well as ad-hoc reports
Creation and maintenance of operational procedures
Level-1 controls on payment operations processes & actions
As a Payment Operations Efficiency & AI Automation, you report to the Payment Operations Lead, partner closely with the Staff Payment Operations, work horizontally, and drive AI-powered improvements across Payment Operations while serving as an advisor on efficiency, automation, and complex operational situations:
Lead thorough discovery efforts to identify Payment Operations pain points, inefficiencies, and operational risks, with a sharp eye for where AI and AI agents can remove manual work, in collaboration with internal stakeholders (Product, Compliance, Data, Tech, Security, etc.)
Design, test, and scale AI agents and automation experiments (Case Management, agentic workflows, LLM-based controls, etc.) to enhance operational efficiency while minimizing operational risk
Champion responsible AI adoption: embed the right human-in-the-loop, controls, and guardrails so automation stays safe in a regulated payments environment
Transform insights into actionable requirements for payment operations processes, tools, and AI agents
Actively contribute to the definition of the payment operations efficiency & AI roadmap
Effectively prioritize competing demands and dependencies while maintaining urgency and high agency
Oversee end-to-end implementation of improvements, from AI agent deployment to process redesign, balancing quick wins with foundational investments while minimizing operational risk
Establish and monitor high-level success metrics/KPIs for quality, user satisfaction, operational risk, AI adoption and performance, and business impact
Mentor Payment Operations Supervisors on process efficiencies and AI tooling, and guide them through complex operational situations (incidents, etc.)
