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Payment Operations Program Manager - Regulated Entities
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São Paulo, Brazil
The Payments Team serves our global community by providing customer support for payment issues. The successful candidate thrives in an ambiguous, cross-functional environment and wants to solve big, complex problems more than anything else. They should be able to excel in leading cross-functional teams to bring out views from all disciplines to inform one strategic plan. They need to be a systems thinker, who is highly organized and can simplify complex problems into actionable plans. The right candidate will also be intellectually curious and build familiarity and fluency with all of the guardianship of operations: legal, privacy, data protection, and security requirements for the products our operation supports.
This role is responsible for Payments Customer Support which satisfies local regulations linked to the Central Bank of Brazil.
Payment Operations Program Manager - Regulated Entities Responsibilities
- Drive execution and operationalization of the organization’s high priority portfolios by collaborating with large cross-functional teams (product, engineering, policy, legal, finance, etc) and influencing decision-making within leadership audiences to drive greater consistency of process, practices and execution across organization-wide work-streams.
- Provide necessary leadership updates on fast-moving, complicated projects and act as the primary point of contact for management, preparing communication materials and progress tracking for multiple audiences including supporting material.
- Structure complex, ambiguous and potentially charged business issues for the Payments executive team and governance/oversight forums by gathering and analyzing large amounts of information quickly in order to problem solve and drive decision-making effectively.
- Implement program and project management routines including identification of key performance indicators, monitoring playbooks, deliverable and task tracking, escalation of risks and issues, resource planning, prioritization of work against available resources, post mortem evaluations to identify lessons learned and identify process improvements, and quality assurance to provide timely and high-quality deliverables.
- Be strategically minded to identify and prioritize projects that satisfy Payments top line goals and objectives while incorporating tactical and strategic improvements that drive the business forward and improve customer experiences for all Meta products.
- Manage the execution of the audit and product plan enforcing adherence to all required internal and external standards, such as audit plan changes, and offering credible challenges to the audit teams.
- Manage Payments Customer Support Operations First Line of Defense in front of the Central Bank of Brazil which includes but is not limited to Statutory Director for Ombudsman, Complaints, RDR and Relationship with Customers.
- Provide support for activities and interactions related to Audit Committees, Control Committees, Risk Committees, Business Reviews, Global Regulatory Agencies and third party reviews of the Internal Audit product.
- Act as the Point of Contact for regulatory requests in front of the Central Bank of Brazil and Lead regulatory coordination for special topics pertaining to Payments Customer Support, examinations and reviews.
- Partner with the Compliance and Legal teams to ensure local operational implementations in Brazil P2P/P2M according to regulatory requirements.
Minimum Qualifications
- 10+ years of relevant experience working in consulting, strategy, operations or equivalent program management experience
- Strong time management and organizational skills, especially in an ambiguous and fast-paced environment
- Ability to resolve conflicts by finding the win-win scenarios, identifying tradeoffs, and setting clear priorities
- Experience working in any combination of financial services, payments, or commerce ecosystem (e.g., payment processing, payments risk/fraud operations, payments customer support, payments engineering)
- Experience working with regulators or regulatory compliance teams to satisfy regulatory requirements pertaining to customer support
- Fluent English
Preferred Qualifications
- Familiarity working with geographically distributed teams
- Familiarity preparing executive-level communications and working with various communication channels
- Familiarity working with technical partners, ability to understand and explain complex concepts and ideas
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Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
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