Banking and Payments Operations Manager

Posted on 9/15/2023

INACTIVE

51-200 employees

No-fee online business banking and money management platform

Company Overview

Relay is a leading financial technology company that offers a comprehensive online business banking and money management platform, providing clear visibility and control over cash flow. The company stands out for its no-fee banking, ability to manage up to 20 checking accounts, and the provision of up to 50 physical or virtual debit cards, making it a flexible and cost-effective solution for businesses. With secure, role-based access for team members and financial advisors, personalized customer support, and compatibility with various tech stacks, Relay fosters a culture of transparency and customer-centricity.

Fintech

Company Stage

Series A

Total Funding

$19.4M

Founded

2018

Headquarters

Toronto, Canada

Growth & Insights

Headcount

6 month growth

↑ 15%

1 year growth

↑ 60%

2 year growth

↑ 217%

Locations

Toronto, ON, Canada

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Marketing

Sales

SQL

Looker

CategoriesNew

Business & Strategy

Operations & Logistics

Requirements

You have 5+ years of experience and management in banking and payment processing from both a B2B and B2C lens
You have managed and owned projects that are focused on data investigation
You have experience managing multiple core vendors, and are well-versed in stakeholder relationships
You are familiar and well-versed in data insight toolings such as Metabase, Looker, etc
You consider yourself to be an exceptional project manager and handle context switching between projects and stakeholders with ease
You have knowledge of the US Banking system including NACHA, wires, and BSA
You have knowledge of SQL or other tools to drive data investigation projects
You have experience with project leadership between cross-functional teams

Responsibilities

Utilize our BaaS and partner bank to expand the list of acceptable KYC/KYB documents
Manage our selfie verification dashboard, and other relevant tooling, to increase new application approval rates and minimize friction
Decrease transaction issues by monitoring ACH functionalities, ensuring that RDC acceptance rates are within industry standards, and collaborating with our BaaS provider to optimize check deposit rules
Orchestrate shipment, dispute fillings, and the implementation of new features to upgrade the overall card experience
Investigate and escalate rare customer issues regarding transactions and approvals
Spearhead major product releases with our BaaS provider and other key third-party organizations
Collaborate with external stakeholders such as our partner bank to ensure the language used in new product launches is well-aligned
Coordinate any necessary legal changes including the adjustment of terms and conditions, deposit agreements, and cardholder agreements
Identify and partner with new payment rails that unlock innovative ways for customers to pay and get paid
Own key third-party vendor relationships that strengthen the customer experience
Collaborate closely with departmental stakeholders across Relay, including Product, Risk, Customer Support, Marketing, and Sales teams

Desired Qualifications

Points:

Our mission is to increase the success rate of small businesses. Traditional banking has been a growth limiter rather than a growth enabler for business owners, and we’re changing that. Relay is the all-in-one, collaborative money management platform. We’re building for employer SMBs and their finance function, internal and external, and are focused on delivering a human-centric customer experience. Ultimately, we help SMBs be ‘on the money’.

Relay is entering an exciting new chapter of growth. We’re looking for a Banking and Payments Operations Manager to help us scale our Operations engine. This is a unique opportunity to improve Relay’s customer experience and business performance by managing our third-party banking and payment solution providers. This includes defining and monitoring performance; managing roadmaps, feature releases, support requirements and escalations; collaborating with cross-functional teams and external partners; and leading as a subject matter expert across Relay.

Joining Relay means an opportunity to make a huge impact in building solutions with the potential to reach 29 million small businesses across North America. If you thrive on growth and solving real customer problems, we want to hear from you! Please note that we are a hybrid environment and choose to collaborate in the office twice a week.

What You’ll Be Doing:

Utilize our BaaS and partner bank to expand the list of acceptable KYC/KYB documents
Manage our selfie verification dashboard, and other relevant tooling, to increase new application approval rates and minimize friction
Decrease transaction issues by monitoring ACH functionalities, ensuring that RDC acceptance rates are within industry standards, and collaborating with our BaaS provider to optimize check deposit rules
Orchestrate shipment, dispute fillings, and the implementation of new features to upgrade the overall card experience
Investigate and escalate rare customer issues regarding transactions and approvals
Spearhead major product releases with our BaaS provider and other key third-party organizations
Collaborate with external stakeholders such as our partner bank to ensure the language used in new product launches is well-aligned
Coordinate any necessary legal changes including the adjustment of terms and conditions, deposit agreements, and cardholder agreements
Identify and partner with new payment rails that unlock innovative ways for customers to pay and get paid
Own key third-party vendor relationships that strengthen the customer experience
Collaborate closely with departmental stakeholders across Relay, including Product, Risk, Customer Support, Marketing, and Sales teams

Who You Are:

You have 5+ years of experience and management in banking and payment processing from both a B2B and B2C lens
You have managed and owned projects that are focused on data investigation
You have experience managing multiple core vendors, and are well-versed in stakeholder relationships
You are familiar and well-versed in data insight toolings such as Metabase, Looker, etc.
You consider yourself to be an exceptional project manager and handle context switching between projects and stakeholders with ease

Bonus Points:

You have knowledge of the US Banking system including NACHA, wires, and BSA
You have knowledge of SQL or other tools to drive data investigation projects
You have experience with project leadership between cross-functional teams

Our Commitment To You:

Competitive salary and meaningful equity: every team member gets a piece of the pie.
Comprehensive health benefits: we offer full health benefits + an HSA/WSA starting from day 1 so you get the coverage you need.
3 weeks vacation + end of year holiday shutdown: we take time off to reset and recharge so we come back better for our customers.
Hybrid work environment: we love collaborating and connecting in-office two times a week and offer catered lunches and a snack/beverage program for the days we’re in office. Don’t forget to bring in your furry friends!
Personal and professional growth: support from leaders who care about your growth and success through regular feedback and coaching. Our goal is to make Relay a step-change career opportunity.
Top-tier equipment: we’re a Mac environment and we’ll make sure you have everything you need to produce your best work.
Team-first culture: we’re passionate about working collaboratively, bonding through team events, and most importantly having fun.

The Interview Process:

Stage 1: A 30-minute Google Meets call with a member of the People team
Stage 2: A 30-minute Google Meets video call with our VP of Risk
Stage 3: A 45-minute Google Meets video call with members of the Product, Support, and Marketing teams
Stage 4: A 45-minute Google Meets video call for a panel case study presentation
Stage 5: A 30-minute Google Meets video call with the CEO of Relay

Research shows that women-identifying and other marginalized individuals tend to only apply when they meet 100% of the qualifications; if you don’t have all the listed qualifications, we encourage you to apply anyway!

What’s Important to Us:

At Relay, we believe that diversity is key to building high-performing teams, and creating an inclusive work environment is our priority. We are an equal-opportunity employer and we welcome people of diverse backgrounds, perspectives, and skills.

We will work with applicants to provide accommodations at any stage of the hiring process. If you require accommodations during the interview process, please email your People Team contact, and we will work with you to meet your needs.