Our Company
NymCard’s mission is to enable fintech and financial innovators to launch frictionless payment programmes with our modern infrastructure, at record speed. Our open API modern card issuing platform provides flexibility and control to issue cards, authorise transactions, and manage payment operations with just one integration and one partner.
We are a team of industry experts and technology innovators who take a dynamic approach to solving complex industry challenges. NymCard has an open and collaborative work environment and together we make up the NymCardian Nation. We power possibilities for our customers and each other by bringing the best talent together to do the best quality work we can.
The Role
We are hiring a Senior Operations Specialist within Service Delivery to act as the subject matter expert for complex operational issues across live programmes. You will handle L2 and L3 escalations, manage systemic challenges across card operations, authorisation, and settlement, and coordinate production deployments, hotfixes, and post-release checks. You will mentor specialists, improve runbooks, and keep evidence audit ready for clients, schemes, and regulators.
What You’ll Be Doing
- Escalations: own L2 and L3 cases for issuing, authorization, settlement, refunds, and chargebacks.
- Root cause and prevention: lead RCA, document corrective and preventive actions, and track to verified closure.
- Releases: coordinate deployments and hotfixes, run pre and post release health checks, and maintain clean roll-back plans.
- Scheme and regulatory updates: support scheme certifications and regulatory-driven changes with complete, traceable evidence.
- Operational readiness: maintain checklists, runbooks, SOPs, and knowledge base articles. Remove stale content.
- Monitoring and observability: watch key signals for auth rates, decline reasons, latency, queue ageing, and SLA risk. Raise early warnings with options.
- Partner liaison: work with processors, banks, and vendors to resolve incidents and reconciliations. Keep correspondence tidy and indexed.
- Data validation: use SQL and reconciled reports to confirm fixes and quantify impact before closure.
- Reporting: publish concise daily updates on escalations, RCAs, open actions, and risks with owners and due dates.
- Coaching: mentor Support and Operations specialists on investigation standards, evidence hygiene, and client-ready communication.
What You Bring
- 5 plus years in fintech or payments operations support with hands-on exposure to live programmes.
- Strong knowledge of card systems, APIs, and reconciliation workflows and comfort working across engineering and vendor teams.
- Proven ability to resolve complex incidents with minimal supervision and clear written updates.
- Solid tooling practice: ticketing and incident systems, Jira or equivalent, basics of SQL and spreadsheets for validation.
- Disciplined documentation, version control, and follow through under time pressure.
- Clear communication with clients, partners, and internal stakeholders.
Bonus Points
- Hybrid working model: In-office collaboration for design reviews, workshops, and team days, with flexible remote time for deep work. Clear expectations on core hours and availability.
- Ownership and growth: Small teams and direct access to decision makers. End-to-end responsibility for your area, support for certifications and learning, and progression based on outcomes.
- Cross-border exposure: Work with clients and partners across MENA and beyond. Gain hands-on experience with schemes, banks, and regulators, and broaden your domain expertise.
- Real product and business impact: Build for a live issuing platform used by fintechs. See measurable results on performance and revenue within weeks, and celebrate wins backed by data.
