Lead Payments Operations Specialist We’re searching for a Lead Payments Operations Specialist to join our Digital Payments team in a hybrid capacity (Tuesdays and optional Thursdays) from our Toronto office. In this role, you will own the execution and integrity of our payments operations function. You will own dispute metrics, ACH return exposure, fraud escalation, and KYC exception resolution, and direct an Operations Analyst to execute against the standards you set. If you’ve worked in a payfac, ISO, or acquiring environment and are ready to own outcomes rather than just execute tasks, this role was built for you. What You’ll Do Dispute and chargeback management: evidence packages, outcome tracking, and ratio exposure and refund workflows managed end-to-end. ACH return monitoring: tracking return rate trends, identifying patterns that indicate systemic issues, and surfacing actionable findings to product and customer success teams for resolution. Fraud monitoring: reviewing flagged alerts within SLA, triaging suspicious activity, making judgment calls, and serving as the team’s first escalation point on complex cases with documented rationale. KYC exception resolution: managing KYC outcomes, document collection, failure remediation, and exception handling in coordination with our processor and internal stakeholders. Operational documentation: maintaining SOPs and playbooks, identifying gaps or outdated procedures and raising them for review. Team direction: day‑to‑day guidance, quality oversight, and structured feedback for the Operations Analyst. We’re Excited to Learn More About You Your experience may include: 5+ years in payments operations, fintech, or financial services with direct ownership of dispute management, ACH, or fraud monitoring. Working knowledge of NACHA operating rules, card network dispute regulations, and Regulation E. Experience directing others in an operational environment. Ability to use data and tooling including SQL, Excel, and case management platforms to investigate issues and drive process improvement. Comfort working with AI‑assisted workflows or automation tools to reduce manual effort and improve operational efficiency. Strong written communication; you can explain a complex operational decision clearly to a non‑payments audience. You May Have Other Skills or Credentials, Including: Experience at a payment facilitator, ISO, or acquiring bank. Familiarity with sub‑merchant onboarding and KYC processes. Hands‑on experience building or refining automated workflows for triage, reconciliation, or case routing. Exposure to the insurance or insurtech vertical. Location Requirements Employee is required to reside and work from one of the following provinces: Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Ontario, PEI, Saskatchewan. Benefits and Compensation The total anticipated annual compensation range for this position is $80,000 – $110,000 CAD per year which includes starting base salary and, where applicable, variable or incentive pay. To determine a new team member’s starting pay, we consider a variety of factors, including someone’s depth, breadth, and variety of experience, skills, and responsibilities. Medical, Dental, and Vision Coverage Holiday and Vacation Time Health & Wellness Days A Bonus Day for Your Birthday EEO Statement Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don’t discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law. #J-18808-Ljbffr