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 adecuado 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 more accurately.
Uphold high customer experience standards.
Hold the team to an excellent bar for the payment experience delivered to customers and their suppliers and resolve day‐to‐day escalations quickly and thoroughly.
Motivate and engage the team.
Create an energized, accountable team culture that sustains high performance in a fast‐paced, repetitive, SLA‐bound operation; recognize strong work and address performance issues promptly and fairly.
Report on team performance.
Provide leadership with regular, accurate updates on team metrics, productivity, quality, and operational issues, including early flags on emerging risks.
Collaborate across teams.
Partner with adjacent Card Team and Customer Support partners to keep work flowing smoothly and to surface and resolve recurring issues that affect the team's output.
Requirements
3+ years of front‐line / direct people management experience in a high‐volume operations role (e.g., collections, payment operations,



contact center, or similar SLA‐bound, task‐oriented environment).
Demonstrated success managing and developing a team of front‐line agents, including early‐career staff, with measurable improvement in productivity and quality.
Proven ability to drive performance against KPIs and SLAs in a fast‐paced, high‐volume operation.
Strong data and metrics orientation — comfortable working with dashboards, reporting tools, and datasets to manage the team and identify opportunities to improve.
A hands‐on, coaching‐first leadership style with a track record of motivating and engaging teams.
Genuine interest in and willingness to adopt AI and automation tools to improve team efficiency and effectiveness.
High bar for customer experience and a strong sense of ownership over quality and outcomes.
Bachelor's degree in Business, Finance, Operations Management, or a related field, or equivalent practical experience.
Experience in payments, fintech, banking, or card operations is a plus; familiarity with card payment concepts (authorization, settlement, chargebacks) is strongly preferred.
Skills
Proficiency with Salesforce, Zendesk, MS Excel, and Google Suite.
Strong analytical skills and comfort using reporting tools and dashboards to track performance and spot trends.
Excellent coaching, communication, and interpersonal skills, with high attention to detail.
Ability to prioritize, organize, and manage a team's workload effectively in a dynamic, high‐volume environment.
Comfort working with and championing AI‐enabled tools in daily operations.
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📌 Fintech Client #1 | Manager, Card Payment Delivery (Medellín)
🏢 SD Solutions
📍 Medellín