Payment Operations Efficiency

About Swan is Europe’s embedded banking specialist. We empower software companies to embed banking features like accounts, cards, and payments directly into their products, under their own brand. Swan processes over €1.5 billion in monthly transactions for more than 150 companies - like Pennylane, Indy, Agicap, Libeo, and Lucca. Founded in 2019, the company has received growth capital from leading investors such as Lakestar, Accel, Creandum, Bpifrance and Eight Roads. Swan is a principal member of Mastercard and a licensed financial institution, regulated by the French banking authority (ACPR).

Summary

The Payment group at Swan leverages industry knowledge, payments expertise, and general acumen to build and operate the banking products & platform that power money movements for all Swan financial products. Ultimately, the group is working toward a future in which all of the complexities that come with handling money (e.g., adopting new payment methods, booking and reconciling entries - technical vs. accounting vs. cash, integrating with banks and financial partners globally, addressing regulatory obligations, etc.) is hidden from Swan’s partners and end-users.

Payment Operations team

The Payment Operations team is accountable for the daily run of Swan’s payment engine & operations. Specifically, they manage:

• End-to-end support & resolution of banking transactions-related incidents with internal (Engineering, Compliance, Product, etc.) and external (partner banks, card processors, card networks, card manufacturers, etc.) stakeholders
• Clearing vs. settlement controls and reconciliation on all payment flows
• Management of operational/day-to-day relationships with Swan’s financial partners and identification of process inefficiencies
• Execution of non-STP transactions (<0.001% of total transactions)
• Expertise and support to Swan teams (Technical Account Management, Customer Support, KYC, etc.)

Physical Cards & Chargebacks

• Physical cards stock management with Swan’s physical card manufacturer
• Card disputes and chargebacks management

Regulatory Obligations & Controls

• Control of automated client cash segregation processes
• Production of performance/fees reports for card schemes (Mastercard) and X-Pays (Apple Pay, Google Pay) as well as ad-hoc reports
• Creation and maintenance of operational procedures
• Level-1 controls on payment operations processes & actions

Payment Operations Efficiency & AI Automation

As a Payment Operations Efficiency & AI Automation, you report to the Payment Operations Lead, partner closely with the Staff Payment Operations, work horizontally, and drive AI-powered improvements across Payment Operations while serving as an advisor on efficiency, automation, and complex operational situations:

• Lead thorough discovery efforts to identify Payment Operations pain points, inefficiencies, and operational risks, with a sharp eye for where AI and AI agents can remove manual work, in collaboration with internal stakeholders (Product, Compliance, Data, Tech, Security, etc.)
• Design, test, and scale AI agents and automation experiments (Case Management, agentic workflows, LLM-based controls, etc.) to enhance operational efficiency while minimizing operational risk
• Champion responsible AI adoption: embed the right human-in-the-loop, controls, and guardrails so automation stays safe in a regulated payments environment
• Transform insights into actionable requirements for payment operations processes, tools, and AI agentsActively contribute to the definition of the payment operations efficiency & AI roadmap
• Effectively prioritize competing demands and dependencies while maintaining urgency and high agency
• Oversee end-to-end implementation of improvements, from AI agent deployment to process redesign, balancing quick wins with foundational investments while minimizing operational risk
• Establish and monitor high-level success metrics/KPIs for quality, user satisfaction, operational risk, AI adoption and performance, and business impact
• Mentor Payment Operations Supervisors on process efficiencies and AI tooling, and guide them through complex operational situations (incidents, etc.)

Preferred Experience

• You have 2+ years of experience driving operational excellence, process redesign, or automation initiatives in an ops/risk/compliance / product-ops environment (payments/fintech strongly preferred).
• You can translate real-life operations into clear problem statements, requirements, and measurable KPIs — and you enjoy working end-to-end from discovery to rollout.
• You are comfortable experimenting with AI tooling (LLMs, agents, automation platforms) and you understand the importance of co