Payment Operations Analyst

**About Us**: NALA is building Payments for the Next Billion. Faster, smarter, and fairer transfers for everyone. Since 2022, we've grown our business 120x, grown the team from 9 to 150+, raised $50M+ from top-tier investors, and were named to the Forbes Fintech 50 in 2025. We operate two core products: - NALA, our consumer app making cross-border payments cheaper, faster and more reliable for the global diaspora. Allowing users to send money from the UK, US and EU to Africa and Asia. - Rafiki, our B2B payments infrastructure, is powering global payments. Our team includes alumni from Wise, Stripe, Monzo, Revolut, and CashApp — operators who’ve scaled world-class products. We act with urgency, think deeply, and put our customers first always. At NALA, this isn’t just a job. It’s ownership, impact, and the chance to change global payments forever. Join us in building Payments for the Next Billion. **Your Mission**: Your mission is to serve as a frontline advocate for our LATAM payout partners, ensuring seamless remittance experiences and robust partner relationships. You will manage daily payment operations, troubleshoot issues, and lead the onboarding and integration of new partners across the region. You’ll collaborate closely with country managers and internal teams to deliver cost-effective, compliant, and reliable payout operations in LATAM markets. **Your responsibilities in this role**: - Own relationships with LATAM payout partners—drive onboarding, monitor performance, and resolve operational issues. - Monitor transaction volumes, address delayed/failed transactions, and manage invalid payments in compliance with regulatory standards. - Ensure partners are operating smoothly and efficiently, and escalate or unblock any market-level issues in collaboration with country managers. - Manage routine remittance operations, ensuring timeliness, accuracy, and regulatory compliance. - Respond to customer inquiries related to payment orders, reversals, and transaction resolution. - Maintain high standards of data integrity and operational accuracy. - Identify and implement SOPs and best practices to streamline operations and improve efficiency. - Collaborate closely with Compliance, Finance, Product, and Customer Support teams to resolve complex issues. - Execute cross-border payment projects with speed—especially onboarding/integration of new partners. - Use SQL and data analysis to identify trends, monitor performance, and support decision-making. - Propose and implement cost-saving or reliability-improving initiatives across regional markets. **Must have requirements**: - 2 to 5 years of experience in the cross-border payments, fintech, or remittance industry. - Proven track record as an Account Manager or in a partner-facing operations role. - Experience in project managing large initiatives and integrating new partners. - Strong familiarity with regulatory and compliance requirements related to remittance operations. - Proficiency in SQL and comfort working with data to drive insights and actions. - Excellent communication and problem-solving skills; ability to manage stakeholders across regions and functions. - High attention to detail, analytical thinking, and ability to manage multiple priorities in a fast-paced environment. - Motivated by helping customers, solving problems, and contributing to NALA’s mission. **Nice to have requirements**: - Experience with advanced data analysis tools or techniques to derive insights from transaction data. - Ability to manage small projects related to process improvement or operational efficiency initiatives. - Previous experience working in a startup environment or familiarity with agile methodologies. **Success in the role looks like**: **3-Month Metrics** - Resolved >90% of LATAM payment issues (failed, delayed, reversed) within SLA - Built fluency in NALA’s transaction systems and tools; independently handling daily payment ops - Executed the onboarding checklist for at least one new payout partner alongside the Ops Lead - Produced basic SQL queries or dashboards to monitor payout success and identify recurring issues **6-Month Metrics** - Maintained >98% transaction success rate in LATAM through proactive monitoring and issue resolution - Documented and implemented one SOP or process improvement to reduce failure rates or improve response time - Supported partner reviews by compiling and presenting performance data on key corridors - Collaborated with Compliance and CS to reduce backlog of complex payment cases by 50%+ **- Interview Process**: If successful you will be selected for our interview process which has 4 stages: **[30mins] Interview with the Talent Team** **[30mins] Interview with the Operations Manager** - In this stage, we want to get to know you and your experience deeply and we will focus closely on your experience as detailed on your CV. The best preparation is to just know what's on your CV really well **Assessment and assessm