Manager-Business Operations

Job description

About the job Pine Labs is a leading fintech company building technology and financial solutions across payments, commerce and embedded finance for businesses and consumers across the Global South. With a strong presence across multiple markets, Pine Labs enables businesses with digital payments, financial services and commerce solutions, helping them grow and operate more efficiently. Join us to be part of a fast-paced, innovative fintech environment with opportunities to work on high-impact business and finance initiatives. The Role The Manager – Business Operations will be responsible for managing Level 1 support operations for Card and Payments systems, ensuring high system availability, timely incident resolution, and seamless transaction processing. The role involves team management, incident and service management, stakeholder coordination, operational monitoring, and continuous improvement across payment operations. RESPONSIBILITIES • Manage day-to-day L1 operations and support for Card and Payments systems. • Monitor payment transactions, system health, alerts and operational dashboards to ensure high availability and smooth transaction processing. • Lead the team in identifying, troubleshooting and resolving production incidents and operational issues within defined SLAs. • Coordinate with Technology, Product, Engineering, Risk, Compliance and external partners/vendors for incident resolution and service continuity. • Drive effective incident management, escalation and root-cause analysis for recurring issues. • Ensure adherence to defined SOPs, SLAs, controls and operational processes. • Track operational metrics and prepare regular reports on incidents, availability, transaction performance and SLA adherence. • Identify recurring operational challenges and drive process improvements and automation to improve efficiency and reduce incidents. • Manage and develop the operations team, including performance management, coaching and capability building. • Support business continuity and ensure appropriate operational readiness for new products, releases and system changes. • Maintain strong focus on customer experience, transaction success rates and operational risk. WHAT MATTERS IN THIS ROLE • Payments & Cards Operations: Strong understanding of payment systems, card transactions and transaction processing. • L1 / Production Support: Experience managing first-level operations/support for critical production systems. • Incident Management: Ability to handle high-severity incidents, coordinate multiple teams and drive timely resolution. • Team Management: Experience leading and developing an operations/support team. • Stakeholder Management: Strong ability to work with Technology, Product, Risk, Compliance and external partners. • SLA & Performance Management: Strong understanding of operational KPIs, SLAs, service availability and transaction success. • Problem Solving: Ability to identify patterns, perform root-cause analysis and drive preventive actions. • Process Orientation: Strong focus on SOPs, controls, documentation and continuous improvement. • Communication: Clear and confident communication, particularly during incidents and escalations. • Ownership & Agility: Comfortable working in a fast-paced environment where business continuity and customer impact are critical. What we value in our people. • You take the Shot : You decide fast and deliver right • You are the CEO of what you do : You show ownership and make things happen. • You own tomorrow: You build solutions for the merchants and do the right thing. • You sign your work like an artist : You seek to learn and take pride in the work you do. • You are the Sherpa: You take people along and act in the interest of Pine Labs. • You care with tough love : You empower others and help people grow.