{"id":1083266,"url":"https://alion.io/job/shift-head-of-payment-operations","title":"Head of Payment Operations","company":{"id":174878,"name":"Shift","domain":"shift.com.au","url":"https://alion.io/company/shift-3","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"head","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":109000,"max_usd":241000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2174},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-21T05:15:27Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-27T20:42:02Z","board_verified":true,"closed_at":null,"days_open":36,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":36},"description":"Who is Shift? \n At Shift, we’re business specialists dedicated to helping Australian SMEs take control of their cashflow, streamline trade terms and choose the right financial products.\nWe believe Australian businesses are the driving force behind our economy and are core to our communities. That’s why our business expertise, focus on relationships, and market-leading technology is at the core of everything we do. We’ve helped solve the credit and payment pain points for more than 30,000 businesses, providing over $6 billion in aggregate funding.\nOur unique approach to product innovation combined with our collaborative culture means you can build your career in a supportive environment. You’ll be joining a diverse team of over 300 people who are always looking to deliver better outcomes for Australian businesses.\nAbout the role:\nAs Head of Payment Operations, you will be responsible for building and scaling Shift's payment operations function. You will play a key role in reducing regulatory, reputational, and fraud risk to the business and lead the team that manages payment operations on an ongoing basis. The initial focus will be on Direct Entry and NPP, but the role’s scope will expand alongside Shift’s growing payments product offering, including future rails and methods such as card issuing, BPAY, or PayTo, as well as the related vendor and infrastructure relationships.\nWhat you'll do:\nDesign and implement bank-quality payment operations processes across Direct Entry and NPP, with scalability for additional payment channels as Shift's offerings grow.\n\nEnhance transaction monitoring capability, moving from foundational rules to mature, risk-based detection, including rule design, alert triage and escalation.\n\nCollaborate with Product and Technology to grow Shift’s fraud monitoring function, covering detection, investigation, and case management.\n\nBuild robust disputes and chargeback capabilities, managing scheme rules, regulatory obligations, customer dispute handling, and recovery processes.\n\nRecruit, build, and lead a skilled payment operations team, providing 24/7 coverage and service.\n\nEstablish and maintain payment operations policies, procedures, and controls to meet regulatory expectations, embedding a governance framework within operations.\n\nOversee SLAs for vendors, payment infrastructure, and processing partners in partnership with Product and Line 2 Risk, ensuring performance and risk obligations are met.\n\nDefine and embed a performance framework using KPIs, data, and client insights to drive accountability and continuous improvement.\n\nManage operational incidents for payment processing and fraud events, driving root cause analysis and response.\n\nAct as the business’ primary point of engagement for payment operations, educating stakeholders across Product, Risk, Customer Service, and executive leadership.\n\nReport on payment operations performance, risk posture, and incident trends to the Director of Operations and SLT as required.\n\nWhat you'll bring:\nDemonstrated experience establishing or embedding payment operations capabilities, including people leadership, policy, and governance within regulated financial services.\n\nExpertise in Direct Entry and NPP payment rails, fraud monitoring, and disputes/chargebacks processes.\n\nStrong regulatory fluency and ability to translate requirements into operational controls.\n\nExperience managing vendors, service level agreements, or managed service providers in a payments or financial services context preferred.\n\nProven people leadership skills, including experience building teams from a low base.\n\nFinancial services industry experience.\n\nSkills in process mapping and optimisation, customer journey analysis, requirements definition, and data-led analysis.\n\nExperience in options analysis, business case development, stakeholder management, and executive communication.\n\nKey benefits:\nCollaborative teams - a flat structure means everyone can learn from colleagues and senior leaders around the business.\n\nBe involved - come together with all of your colleagues every 100 days to share the product and technology roadmap and business strategy.\n\nFlexible working environment - we’re headquartered in North Sydney with state-based workplaces and offer a flexible work policy.\n\nFamily support - industry leading 26 weeks paid parental leave.\n\nPurpose built spaces within our office - designed for collaboration, brainstorming, socialising, and focused work.\n\nRange of benefits supporting your physical, psychological and financial wellbeing. 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