Manager, Payment Operations at Circle in Bangalore

Job description

Circle (NYSE: CRCL) is one of the world’s leading internet financial platform companies, building the foundation of a more open, global economy through digital assets, payment applications, and programmable blockchain infrastructure. Circle’s platform includes the world’s largest regulated stablecoin network anchored by USDC, Circle Payments Network for global money movement, and Arc, an enterprise-grade blockchain designed to become the Economic OS for the internet. Enterprises, financial institutions, and developers use Circle to power trusted, internet-scale financial innovation. Learn more at circle.com . What you’ll be part of: Circle is committed to visibility and stability in everything we do. As we grow as an organization, we're expanding into some of the world's strongest jurisdictions. Speed and efficiency are motivators for our success and our employees live by our company values : High Integrity, Future Forward, Multistakeholder, Mindful, and Driven by Excellence. We have built a flexible work environment where new ideas are encouraged and everyone is a stakeholder. What you'll be responsible for You’ll own the day-to-day Payment Operations function supporting Circle Payments Network, with accountability for operational coverage, queue performance, escalations, investigation quality, team capability, and process execution across a 24x7 environment. You’ll develop analysts from onboarding through independent case ownership, maintain a high bar for operational quality, and ensure the team has the processes, training, documentation, and performance management needed to operate effectively. You’ll also be the domain expert on the network and the senior operational escalation point for issues that cannot be resolved within the team. What you'll work on Own shift design, rostering, coverage planning, and handoffs across a 24x7 model, including leave, surge and holiday planning, and the coverage math that sits behind it. Own live queue management, ensuring incoming partner queries and detected exceptions are picked up, triaged, worked, and closed within SLA. Own the escalation path. Senior Analysts are the first escalation point and work the hardest cases; you take what they cannot resolve and decide when an issue needs to leave the team and move to Engineering, Product, or partner-facing leadership. Build and run analyst onboarding, continuous training, certification, and competency development, using actual case output to identify individual gaps, build targeted improvement plans, and develop analysts from day one through independent handling of the full query mix. Establish and operate the QC program, including case sampling, review, calibration, error taxonomy, investigation standards, and feedback loops into training and SOPs. Own the operational metrics the function reports on, including Time to Acknowledge (TTA), Time to Resolve (TTR), SLA compliance, and volume and failure trends by shift, partner, and rail; produce the weekly operations readout and be able to explain any number in it. Develop and maintain current, usable SOPs and runbooks that reflect how the team actually works; close gaps between practice and documentation, and run process changes through communication, training, adoption verification, and measurement. What you'll bring to Circle Core requirements 8+ years in payment operations, payment investigations, settlement operations, or a comparable operations function at a payments company, fintech, or bank. 2+ years directly managing a team of operations analysts as a Team Lead, Assistant Manager, or Manager, with real accountability for their output and not just work allocation; you are still hands-on and want to stay that way. Hands-on ownership of at least one full shift roster in a 24x7 or extended-coverage operation; you have built the roster, run the coverage math, and handled the exceptions. Demonstrated ownership of training and ramp; you can name analysts you took from new to independent and