Payments Operations Leader — Scale, Risk & Fraud

Shift; Sydney; Hybrid; AUD 220,000 - 300,000; Full time

Benefits offered by this job

Flexible working environment

Hybrid work policy

26 weeks parental leave

Collaborative culture

Job summary

Shift is seeking a Head of Payment Operations to design and scale our payments capability in Australia. You will lead a team, reduce regulatory and fraud risk, and drive expansion of Direct Entry and NPP with future rails in sight.

Your role establishes governance, KPI-driven performance, vendor management, and stakeholder education across Product, Risk, Customer Service and Leadership on payment operations trends and incidents.

Qualifications

• Experience establishing or embedding payment operations capabilities within regulated financial services.
• Expertise in Direct Entry and NPP payment rails, fraud monitoring, and disputes/chargebacks processes.
• Strong regulatory fluency and ability to translate requirements into operational controls.
• Experience managing vendors, SLAs, or MSPs in payments context.
• Proven people leadership, including building teams from a low base.

Responsibilities

• Design and implement bank-quality payment operations processes across Direct Entry and NPP, scalable for new channels.
• Enhance transaction monitoring with mature risk-based detection and escalation.
• Collaborate with Product/Technology to grow fraud monitoring and case management.
• Build disputes and chargeback capabilities, governance, and regulatory compliance.
• Lead a 24/7 payment operations team and oversee vendor relationships and SLAs.
• Establish governance framework and KPI-driven performance measures.
• Manage payment incidents and provide updates to leadership on risk trends.

Skills

People leadership

Payment operations

Regulatory compliance

Fraud monitoring

Vendor management

Data analysis

Stakeholder communication

Tools

Direct Entry rails

NPP rails

Job description

Shift is seeking a Head of Payment Operations to design and scale our payments capability in Australia. You will lead a team, reduce regulatory and fraud risk, and drive expansion of Direct Entry and NPP with future rails in sight.

Your role establishes governance, KPI-driven performance, vendor management, and stakeholder education across Product, Risk, Customer Service and Leadership on payment operations trends and incidents.