About the role
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 ( Expertise and support to Swan teams (Technical Account Management, Customer Support, KYC, etc.) Physical Cards & Chargebacks Physical cards stock management with Swan’s physical card manufacturer Card disputes and chargebacks management 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