Payment Platform Support Manager

Job Summary

The Payment Platform Support Manager is responsible for the day-to-day support, stability, and continuous improvement of Reliant’s RAMFi payment platform. This role serves as a subject matter expert for payment system operations, ensuring accurate payment processing, timely issue resolution, structured root cause analysis, and effective remediation of payment-related incidents.

The position partners closely with Finance, Accounting, IT, and external vendors to minimize payment disruptions, protect revenue flow, and improve platform reliability, controls, and scalability. The role is both operational and strategic, focused on eliminating recurring issues and strengthening payment operations across multiple payment rails, including ACH, wires, card processing, cryptocurrency, and other emerging payment platforms.

Supervisory Responsibilities

• May coach or provide guidance to junior support staff as the function grows.
• No direct supervisory responsibilities initially.

Duties and Responsibilities

Payment Platform Support

• Serves as the lead support resource for the RAMFi payment platform in partnership with IT and other stakeholders.
• Monitors daily payment activity across multiple payment rails to ensure accurate, timely, and compliant processing.
• Troubleshoots payment failures, delays, reconciliation issues, and system exceptions.
• Conducts structured root cause analysis (RCA) for payment incidents and recurring platform issues.
• Develops, tracks, and manages remediation plans to prevent issue recurrence.
• Identifies patterns, trends, and systemic risks impacting payment performance and stability.

Payment Operations and Accounting Support

• Partners closely with Accounting and Finance teams to support payment posting, reconciliation, and audit requirements.
• Ensures payment data integrity across systems, including proper general ledger alignment.
• Assists with month-end close activities related to payment processing and settlements.
• Supports internal and external audits by providing documentation, system insights, data validation, and RCA materials.

IT and Application Support

• Acts as a functional bridge between business users and IT teams.
• Manages application incidents, service requests, and enhancements related to the RAMFi platform.
• Leads post-incident reviews in collaboration with IT, vendors, and business stakeholders.
• Coordinates system configuration changes, updates, deployments, and defect resolution.
• Works with cloud-based environments (such as Microsoft Azure or similar platforms) to support data access, integrations, and performance optimization.
• Builds and maintains system documentation, workflows, support procedures, and incident/RCA playbooks.

Vendor and Partner Coordination

• Supports onboarding of new payment partners, processors, and system integrations.
• Ensures timely communication, escalation, and resolution of cross-company payment issues.
• Coordinates with vendors to drive issue resolution, root cause identification, and corrective actions.

Process Improvement and Controls

• Identifies opportunities to improve payment processes, automation, monitoring, and controls.
• Translates root cause findings into sustainable process, control, or system improvements.
• Helps define and enforce best practices for payment execution, exception handling, and incident response.
• Contributes to business continuity planning, operational resilience, and risk mitigation efforts.
• Supports testing and validation for system changes, upgrades, enhancements, and remediation solutions.

Leadership and Communication

• Serves as an escalation point for payment-related questions across the organization.
• Communicates incident status, root cause insights, and remediation progress clearly to stakeholders and partners.

Required Skills and Abilities

• Strong understanding of financial payment flows, settlement processes, and reconciliations.
• Working knowledge of multiple payment rails (e.g., ACH, wires, card processing, cryptocurrency).
• Solid accounting knowledge, including general ledger concepts and transaction lifecycle.
• Proven ability to troubleshoot complex system issues and conduct root cause analysis.
• Strong analytical, organizational, and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to collaborate effectively across Finance, IT, Operations, and external partners.

Education and Experience

• Bachelor’s degree in Accounting, Finance, Information Systems, or a related field, or equivalent experience.
• Five (5) or more years of experience in payment operations, financial systems support, or application support.
• Experience supporting payment platforms, financial systems, or ERP-adjacent applications required.

Preferred Experience

• Experience supporting proprietary or custom payment platforms.
• Exposure to cloud-based platforms such as Microsoft Azure.
• Experience working with banking partners, payment processors, card networks, or fintech providers.
• Familiarity with incident management frameworks, RCA methodologies, system change management, UAT testing, and release cycles.
• Prior lead or people management experience preferred but not required.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Occasional availability outside normal business hours to support critical payment incidents.
• Ability to lift up to 15 pounds as needed.