Reserve Trust is the first fintech trust company with direct Federal Reserve access, completely unconstrained by legacy banking systems. Our unprecedented access to the US payment system enables us to create payment and banking platforms with scale, speed, and cost, unmatched anywhere. Reserve Trust is breaking new ground in B2B payments for domestic and international customers in the $22T global payments market, and we’re just getting started. 

We’re looking for a Director of Operations with domestic and international payment experience, including Fedwire, SWIFT, and ACH. As part of the operations team of Reserve Trust, you’ll play a critical role in driving the day-to-day execution of our core business as well as managing documentations (internal & external). You will plan, coordinate and oversee operations activities, ensuring development and implementation of efficient operations to meet current and future needs of Reserve Trust. You’ll help set team goals and use metrics to measure and guide team performance in pursuit of those goals. You also will be responsible for managing cross-functional projects across all business functions. 

This role reports to VP of Operations. 

You Will:

• Demonstrate subject matter expertise and understand domestic and international wire & ACH payments and regulations governing it
• Monitor performance to proactively identify efficiency issues and propose solutions
• Develop, manage and maintain the internal process documentation(s), policies, and customer communication documentation(s)
• Identify gaps and propose changes to existing policy, systems and process frameworks; develop scalable solutions and work to develop best practices.
• Manage the 3rd party vendor relationship to drive automation and improve productivity and efficiency
• Manage customer inquiries, maintaining exceptional customer experience while adhering to company’s SLAs
• Manage, monitor, train and coach the team of payment specialists to drive productivity and completion of daily tasks
• Implement and automate internal and external reports by utilizing your amazing analytical skills
• Monitor and report on performance results to Head of Operations using both qualitative and quantitative analysis
• Build and develop relationships with all employees for increased efficiency and effective responsiveness into existing operations, and working with executives on special projects

We're looking for someone who has:

• 10+ years of financial services experience specifically in handling inbound and outbound wires and ACH payments
• 3+ years of experience directly managing people, ideally in a high-growth environment
• Experience creating processes and workflows that scale
• Strong operational background and a data driven mindset
• Prior experience with performing the core work of a support team, with a high bar for quality of same, and a willingness to lead by example
• Strong project management, planning and organizational skills including the ability to handle multiple projects simultaneously in a fast-paced environment
• Excellent time management and work prioritization skills
• Ability to learn quickly and to work both independently and as part of a team toward the achievement of set goals
• Sound judgment, strong problem solving, interpersonal, communication and influencing skills, with the ability to build credible relationships across the company
• A flexible mindset and ability to thrive in a fast-paced and changing environment – as a startup, we’re growing quickly and must adapt to changing policies and procedures while maintaining high-quality work output
• Analytical and data modeling skills to create and refine reports
• Experience managing a ticketing system

Key Competencies:

• Leadership skills
• Communicates Effectively
• Detailed Oriented
• Drives for Results
• Possess analytical skills
• Equally comfortable working as an individual contributor and as part of a team
• Risk minded (thinking through second order consequences)
• Calm under time pressure and demonstrates resiliency
• Directs Oneself
• Exhibits Resourcefulness