Payments Operations Manager

Manager Payments Operations

Since 2003, Entrata has evolved from a visionary, student-led startup into a global leader in AI-driven property management technology. Today, we power the industry's most essential operating system, serving owners and residents worldwide through a comprehensive suite of intelligent leasing, payment, and communication tools powered by cutting-edge AI. With a proven track record of sustained growth and a global team of more than 2,200 employees, we offer the rare combination of established stability and high-velocity innovation. Recognized by the Silicon Slopes Hall of Fame and the Utah Business Fast 50, Entrata fosters a culture of radical transparency and entrepreneurial energy. At Entrata, we create an environment where different perspectives are valued and respected. Those perspectives challenge assumptions, strengthen our decisions, and raise the bar as we reshape the global living experience through AI-powered solutions.
The Manager of Payment Operations assumes a pivotal leadership position within Entrata’s Merchant Services organization. This role encompasses the oversight of Payments Specialists located in the Pune, India Office. A key responsibility is ensuring the accurate and timely processing of Proof of Authorizations(POA’s), Merchant Account Terminations, Chargebacks, and Claims all while adhering to established Service Level Agreements (SLAs).
Reporting to Merchant Services leadership, the Manager of Payment Operations functions as a central coordinator for internal teams spanning the US and India office. The position is also responsible for supporting internal and external audits, driving compliance efforts, and championing continuous improvement through the refinement of processes and Standard Operating Procedures (SOPs).
This role is permanently situated in Pune, India, and involves the management of Payments Specialists while providing support to cross-functional stakeholders across the ResidentPay and Resident Portal product lines and supporting the automation of tasks over time.

Core Responsibilities Include

• Processing Proof of Authorizations (POA’s), Termination of Merchant Accounts, Chargebacks, and Claims.
• Providing effective responses to underwriting concerns, both internal and external, with an SLA target of 1–2 business days.
• Mitigating organizational risk through the execution of sound, risk-conscious decisions that align with established company policies and payment standards.
• Processing merchant account terminations in an expeditious manner and ensuring that all merchant accounts/MIDs remain current and accurate.
• Updating and monitoring appropriately in Client Admin, google sheets and any systems related to payment operations.
• Maintaining and reporting comprehensive metrics for all payment operations tasks.
• Providing assistance to other departments and clients concerning payment transactions and facilitating effective issue resolution.
• Leading and conducting internal audits to ensure strict adherence to policy, process, and quality standards.
• Leading external compliance audits and ensuring successful outcomes.
• Training, mentoring, and onboarding new employees, as well as providing ongoing coaching and performance development to direct reports.
• Approving or declining Paid Time Off (PTO) requests, submitting timecards for direct reports, and supporting performance accountability, which includes implementing corrective action plans when necessary.
• Communicating critical issues, potential risks, and necessary escalations to senior management concerning the team.
• Driving process improvement through the development and maintenance of SOPs, checklists, comprehensive documentation, application forms, and departmental policies.
• Supporting the automation of tasks to create, maintain and increase efficiencies. Adhering rigorously to all company and department policies and consistently demonstrating Entrata’s core values.
• Supporting special projects and providing assistance to the Vice President of Payment Program Management.
• Assisting other departments as necessary to achieve company-wide objectives.

Minimum Qualifications

• A minimum of three (3) years of experience in merchant services, underwriting, payments operations, risk management, or a related financial operations field.
• A minimum of one (1) year of people management experience, including demonstrated proficiency in coaching, performance management, and team development.A strong, comprehensive understanding of payments and payment workflows, including risk evaluation methodologies and documentation standards.
• Demonstrated ability to effectively manage competing priorities and consistently meet SLAs within a dynamic, fast-paced operational environment.
• Experience working collaboratively with external partners such as banks, processors, or payment networks.
• Proficiency in Microsoft and Google Suite (Expertise in Excel, Google Sheets,including formula construction and management of reporting/metrics, is required).Exceptional attention to detail and a proven capacity to produce consistent, high-quality work.
• Demonstrates clear, concise, and professional verbal and written communication skills.
• Strong organizational acumen with the ability to establish clear priorities, collaborate effectively cross-functionally, and consistently achieve objectives.
• The ability to maintain productive, positive, and cooperative professional relationships both internally and externally.

Preferred Qualifications

• Experience utilizing payment processing platforms and tools
• Familiarity with payment processing rules, regulations, and compliance audit standards.
• Experience leading both internal and external audits within a regulated or compliance-driven environment.
• Proficiency with Google Suite.
• Working knowledge of SQL and comfort with utilizing datasets for operational reporting.

Entrata is dedicated to creating a workplace where a diverse and inclusive team thrives in an environment free from discrimination. We provide equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, protected veteran status, or any other applicable characteristics protected by law.
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Experience Level

Mid Level