On behalf of FinTech Client #1, SD Solutions is looking for a talented Manager, Card Payment Delivery

This role is responsible for directly leading a team of 7–10 payment delivery agents who process payments accurately, securely, and on time. This role is focused on the day‑to‑day: coaching agents in the moment, driving consistency and quality across the team, and keeping the operation running efficiently against tight SLAs and daily targets.

Our card payment delivery operation is high‑volume and task‑oriented, and the quality and speed of the team’s work has a direct impact on customer satisfaction and company revenue. The idóneo candidate is a metrics‑driven operator who knows how to motivate and get the most out of a front‑line team, holds a high bar for customer experience, and actively leverages AI and modern tooling to make the team faster, more consistent, and more effective.

Responsibilities
- Coach and develop the team day-to-day. Provide real‑time, hands‑on coaching, feedback, and support to 7–10 operations agents; conduct regular 1:1s, quality reviews,



and skill‑building to accelerate ramp and raise individual performance.
- Drive consistency and quality. Ensure agents follow standard operating procedures and quality standards consistently, reducing variability across the team and maintaining accurate, secure, and timely payment processing.
- Own daily execution against SLAs. Manage queues, workload distribution, and throughput in a high‑volume environment to consistently meet or exceed service‑level agreements and turnaround targets.
- Lead with data and metrics. Monitor KPIs and dashboards daily, identify trends and outliers, and use the numbers to direct the team’s focus, address performance gaps, and continuously improve efficiency and effectiveness.
- Be AI‑forward. Champion the adoption of AI and automation tools within the team; identify repetitive or manual tasks that can be streamlined, and coach agents on using these tools to work faster and m

📌 FinTech Client #1 | Manager, Card Payment Delivery (Medellín)
🏢 SD Solutions
📍 Medellín