Operations Team Lead - Hatch Bank

About the role

This role ensures operational excellence across fintech partner onboarding, transaction processing, funding flows, issue resolution, and regulatory adherence within a Banking-as-a-Service (BaaS) platform. The Operations Team Lead acts as an escalation point for complex issues and partners with Finance, Compliance, and Technology lines of business to support client operations.

Responsibilities

• Support a team responsible for core BaaS operational functions, including transaction processing, funding operations, reconciliations, and exception management.
• Serve as the primary escalation point for operational issues impacting fintech partners, internal stakeholders, and downstream vendors.
• Drive consistent execution of operational procedures while identifying opportunities for efficiency, automation, and scalability.
• Maintain clear procedures for loan file completeness, document retention, and data quality; ensure timely remediation of exceptions.
• Oversee end-to-end funding workflows (loan funding, wires/ACH coordination, disbursement controls, ledger movement, and confirmations).
• Ensure accuracy and timeliness of partner funding, settlement cycles, and cash positioning.
• Ensure dual-control and evidence standards for disbursements, callbacks, and approvals; maintain documentation and audit trails.
• Collaborate with Finance and Risk teams to manage funding-related controls and reporting.
• Act as an operational liaison between fintech partners, product, compliance, risk, technology, and customer support teams.
• Support fintech partner onboarding from an operational readiness perspective, ensuring funding, reporting, and establishing proper operational workflows.
• Communicate operational risks, trends, and performance metrics to leadership.
• Ensure operational processes comply with regulatory requirements, internal policies, and audit standards.
• Support audits, exams, and operational risk assessments by providing documentation, controls evidence, and subject matter expertise.
• Identify operational risks and implement mitigation strategies in collaboration with compliance and risk teams.
• Lead and/or support operational projects (system enhancements, vendor implementations, process redesign, and automation initiatives).
• Translate business requirements into operational procedures and control frameworks; create SOPs, playbooks, and training materials.
• Identify manual/repetitive work and implement automation or standardization to improve scale, quality, and cycle times.

Physical and Sensory Requirements

• Prolonged periods sitting at a desk and working on a computer.
• Occasional travel, attending meetings at various venues, including but not limited to partners’ offices and/or properties and other meeting locations.
• May be required to lift files/materials up to 20 pounds.
• Expected to operate a computer terminal.

Requirements

• 5+ years of experience in financial services or fintech operations.
• Direct experience supporting fintech funding operations, including settlement, prefunding, reconciliations, or money movement.
• Experience working within a Banking-as-a-Service (BaaS) or embedded finance model.
• Prior people leadership or team-lead experience in an operational environment.
• Strong understanding of operational controls, risk management, and regulatory expectations.
• Proven ability to manage multiple priorities in a fast-paced, partner-driven environment.

Preferred Qualifications

• Experience working with sponsor banks, payment processors, or core banking platforms.
• Familiarity with ACH, wires, card settlement, and real-time payments.
• Experience supporting audits, regulatory exams, or compliance reviews.
• Strong analytical and problem-solving skills with a process-improvement mindset.

Skills

• Operational ownership and accountability.
• Clear and effective communication.
• Cross-functional collaboration.
• Attention to detail and risk awareness.
• Leadership, coaching, and decision-making.

Pay

The base salary range for this position is $70,000 to $90,000, with eligibility for other bonus programs. The pay range may vary based on factors including but not limited to knowledge, skills, experience, and work location.

Benefits

• Health, Dental, Vision insurance.
• Life and Disability insurance.
• 401K retirement plan.
• Paid Time Off.
• Other ancillary benefits based on position.