International Payments Team Lead

• Health insurance
• Life Insurance and Pension Plan Programs
• Free medical services at the office (Physician, Nutritionist, Psychologist)
• Wellness programs
• Flexben Program (Support for Education, Kindergarden, Training, Technology, Health)
• Employee Share Purchase Plan
• Personalized training paths and access to Udemy and Plurisight Plataforms
• Flex-ability program (financial and flexible support for people with disabilities)
• Special banking conditions

Legal: Must own a valid work permit or EU/Schengen Space Nationality to legally work in Portugal.

The International Payments Team Lead is responsible for the day-to-day operational management and performance of the International Payments team, ensuring payments and payment-related cases are processed accurately, timely, and in line with applicable procedures, controls, service levels, and compliance requirements.

The role provides first-line operational leadership, supports analysts with complex cases and escalations, monitors workload and quality, develops team capability, and acts as a key interface between Operations, Quality, Training, SMEs, Service Desk, and client stakeholders.

• Lead the daily activity of the International Payments team and ensure effective distribution and prioritization of workload.
• Monitor volumes, backlogs, productivity, turnaround times, service levels, quality and operational risks.
• Ensure adequate coverage and capacity across the different activities.
• Organize daily priorities and respond quickly to workload peaks, incidents or emerging operational issues.
• Ensure analysts follow approved procedures, controls and escalation paths.
• Coordinate handovers and maintain operational continuity.

Provide operational oversight across the International Payments scope, including:

• Incoming and outgoing payment processing
• Payment exceptions and manual repairs
• Bank-to-bank transactions
• SWIFT-related payment handling
• Payment investigations
• Service Desk / after-care activities
• Cash Management activities
• Operational escalations
• Reconciliation and settlement-related controls where applicable
• Act as the first operational escalation point for analysts.
• Support the resolution of complex or unusual payment cases.
• Ensure high-risk or potentially critical cases are escalated through the appropriate channels.
• Coordinate with SMEs, Quality, Compliance, Fraud, Service Desk or client stakeholders when specialist input is required.
• Ensure escalations are documented and followed through to resolution.
• Identify recurring operational issues and drive appropriate corrective action.
• Monitor team quality results and adherence to operational controls.
• Support Root Cause Analysis and continuous improvement activities.
• Escalate critical errors, compliance concerns and systemic risks.
• Ensure the team follows process updates and procedural or regulatory changes.

Monitor and communicate key operational indicators, including where applicable:

• Volumes and throughput
• Productivity
• Backlog / ageing
• SLA or turnaround-time performance
• Quality results
• Error rates
• Pest control
• Escalations
• Training / competency status
• Operational risks and incidents

Provide clear updates to Operations Management and relevant stakeholders and establish recovery actions when performance moves outside agreed thresholds.

• Act as a key operational contact for International Payments.
• Maintain effective communication with Operations Management, client stakeholders, SMEs, Quality, Training and supporting functions.
• Represent the team in operational governance meetings where required.
• Communicate risks, dependencies, performance concerns and required decisions clearly and proactively.
• Ensure agreed actions are assigned, tracked and closed.

May be required to work on Client-observed holidays and local holidays

Weekend availability may be required

Overtime may be required to meet deadlines or project needs

You must submit your CV in English.